Formal Complaint – Unresolved *****ulent Transactions and Lack of Communication

I am writing to formally express my extreme disappointment with the manner in which my ***** case is being handled.

On the 23rd, three transactions were processed against my account using a card that was physically in my possession and safely stored in a drawer at my home. I immediately called the ***** line and was informed that the card had been used *****ulently.

What is particularly concerning is that, to date, I have received no meaningful communication from FNB regarding the progress of my case. The only information available on the FNB App is that my case has been “acknowledged”. When I contact the call centre, I am simply advised that I need to wait until after 31 days.

I find this response extremely disappointing, particularly given the circumstances and my long-standing loyalty to FNB as a customer.

There are several aspects of these transactions that I would like FNB to explain:

No authentication was required. I regularly receive authentication requests when making online purchases myself. I therefore find it concerning that these transactions were processed without any authentication being requested or obtained from me. There were insufficient funds in my account. At the time these transactions were processed, I did not have sufficient funds available to cover them. Despite this, the transactions were allowed to proceed and my account was subsequently placed into a negative balance. As the legitimate account holder, I would ordinarily expect an insufficient-funds notification or for the transactions to be declined. The card was in my possession. The physical card had not been lost or ******. It was in my home, in a drawer, when these transactions occurred. This raises serious concerns about how the card details were compromised and how the transactions were authorised.

I appreciate that ***** investigations may take time. However, asking a customer to simply wait 31 days without providing any meaningful update, explanation or indication of progress is not acceptable customer service.

The amount involved may be considered relatively small from the bank's perspective, but it is not small to me. This is my money, and having *****ulent transactions processed against my account and then being left with a negative balance has caused me significant frustration and concern.

I work in a customer service environment myself, and I know the importance of keeping customers informed, particularly when they are dealing with an issue involving their money and trust. If one of my customers were experiencing this situation, this is certainly not the level of service or communication I would expect my team to provide.

I have been a loyal FNB customer, but this experience has seriously affected my confidence in the bank. I am now genuinely considering moving my banking elsewhere if this matter is not handled appropriately.

I therefore request:

A detailed update on the status of my ***** investigation. An explanation of how these transactions were authorised without my authentication. An explanation of how transactions were permitted to proceed despite insufficient available funds. Confirmation of what measures FNB has taken to prevent further unauthorised transactions. Confirmation of when I can reasonably expect the *****ulent funds to be reversed. A clear explanation of why I have been given no meaningful communication since reporting the matter.

I would appreciate a formal response to this complaint rather than simply being advised to wait another 31 days.

I sincerely hope FNB recognises the seriousness of this matter—not only because of the financial loss, but because of the impact this experience has had on my trust in the institution.