***** case pending from Aug 2019

Complain dated 31-10-2019, up to today no responds.... To whom it may concern

I’m utterly disgusted with the way FNB treat their clients. Maybe coz I’m not a prestigious customer BUT I would like to be treated with respect and a tax paying customer to add. Which means I add value to SA Economy no matter how small.

I felt it was necessary to open my complain with above statement so that you guys can see, I might not be important to you but I’m important to myself.

Here’s my story.

On the 31st July I received messages that I’ve exceeded my daily limit from my discovery credit account. At 1st I didn’t take it serious because how is it possible when I have my bank card with me. When the 2nd message came through alarm bells started ringing and I got nervous. I looked in my wallet saw my card and immediately went onto the banking app on my phone. Saw that my balance was’nt the same as I last remember. Went into account and saw a few transactions of R50 went through. This was at 15h30 when I left my office.

Whilst in the car I immediately dialled the call centre number and hold on for quite some time. They gave me the ***** line number and here I kept holding for the longest time. I work in Paulshof and managed to drive to FNB in Cresta Shopping Mall. At enquiries I told the gentleman im on the line holding for ***** department to block my acc. He told me we can block the card on my app To tell you the truth I’m not sure if I spoke to someone or we blocked the card via the app. I was livid, felt sick to my stomach and felt all emotions that could possibly be felt. Someone said they’ll sent me a form(which means I ended up talking to someone on the ***** line).

At this point in time I did not go through my statement and thought this was the only transaction. Back in my car I scrutinised my online statement and realise this transactions has been going on since the 19th July 2019. Instant diarrhoea. How is this possible if I have my card?

I remember speaking to a lady, think Rebecca, the following day where she told me for that amount I don’t need to fill in the form. I left it there.

On the 21 Aug I called in to find out what’s happening and another lady by the name of Malerato told me they(Andre) have concluded that I’m liable for the amount because the person had my original card and pin. I said impossible. The only time the card was used by me was on a Saturday at Cresta where I purchased a dress for R599 at Truworths. And evens after that I had possession of my card. She said could be someone that I work with, I said I lived alone. Even made a sarcastic remark by asking her, does this person come in my house when I’m home, take my card, go withdraw multiple R50 and then return my card in my wallet. She said she’ll ask for the footage and am I aware that FNB will arrest whoever they find on this footage. I said go ahead that’s why I lodged this case in the 1st place. That was the last I had contact with any one at FNB.

On the 21 Oct I decided to find out how far they are with this investigation. Spoke to Phula and he informed me that the was no action or follow up on this case since Andre’s finding. Wow, poor service from such a reputable institution I thought. Long story short. I shouted at him, threatened him and do what we customers do best when we frustrated with service from a company. In the end he said if I’m not happy with the outcome I should send an email to dispute this finding. Since I spoke to him I’ve left numerous voice messages on Andre’s number, and nothing. I’ve evens asked Phula to send an email to Andre copying me, to get a responds and none so far.

I’m not sure how you guys ascertain what is ***** and what’s not – all I can say is no one made contact with me to ascertain whats what! I work flippen hard for the little I have and cannot let someone treat me like a thieve that would go to a bank and withdraw R50 from my own money. I don’t share my pin with anyone, I’m 46 for crying out loud! I live alone so I’m not sure how the person got hold of my card and pin when I was in possession of my card the whole time. Can you get footage af all the ATM’s that was used, please.

I hope someone will respond to my email promptly.

Dissatisfied Customer. Charoldine Raaff ***