Formal Complaint: *****ulent Loan debit from another company & Lack of Support from FNB

Good day,

I am writing to formally raise a serious complaint regarding a recent experience with FNB that has left me disappointed and concerned about the safety and integrity of your services.

A *****ulent loan was processed through my Premier Cheque Account — a situation that caused me significant stress. I had confidence in FNB, especially under the Premier Private Client offering, believing there were safeguards in place to prevent such incidents. However, I was alarmed to discover that a loan from an external company (Vanci) was processed without any approval or mandate from me.

FNB advertises a mandate approval option for debit orders, yet this loan went through without any such approval. This raises deep concerns about the effectiveness of your systems and the protection offered to clients, especially those under the Private Wealth segment. If unauthorized entities can access accounts and process debit orders freely, then FNB is clearly vulnerable to *****.

To make matters worse, when I contacted FNB for assistance, the level of service and support I received was inconsistent and, at times, dismissive:

Siphiwe Mngobe (Debit Order Dept): Assisted me but lacked empathy and treated the matter mechanically.

Mpho Singo (Private Wealth): Referred me to the ***** department as expected.

Brian Sanickson: Unhelpfully pushed me back to the debit order team without any willingness to assist or capture the case, as per Mpho’s instruction.

Reabetswe Segale: Showed understanding and tried to assist, for which I am grateful.

What’s evident is a lack of internal alignment between departments, and more importantly, a failure to center the customer in the process — particularly when dealing with *****, which is highly sensitive and distressing.

I urge FNB leadership to review this matter urgently, including listening to the call recordings. Your staff require further training on customer care, empathy, and ***** response protocols. The current reactive approach is simply not good enough.

I expect a written response detailing how FNB intends to address the failure in ***** prevention, the gaps in service I experienced, and what corrective actions will be taken to ensure no other client is subjected to this kind of treatment.

Regards,