***** in my Account

To whom it may concern,

This email bears reference to money that was **********ly withdrawn/ transacted from my bank account as my simcard was ******. I opened a case of ***** with SAPS as I was unable to successfully do a simswap.

When I went inside the FNB branch to check my bank account thats when I discovered that the money in my 7 days account had been released and transferred into my account without my request and had already been spent from 25 June 2022 using FNB Scan to Pay.

One of the investigations of R78 118.48 ,( Incident reference number: ***) has been concluded and I have been informed that I would not be receiving a refund as all transactions were done using a linked device.

Firstly my device and account was linked to the FNB app as this device belonged to my late husband, and my device is in my possession.

How was FNB Scan to pay activated when my device was in my possession?, would this not require my cellphone and not just my simcard? This is what should be investigated since no there was no involvement of any bank employee instead of just refusing liability with such a great loss suffered on my side, as your customer. There was definately a failure of bank systems and processes, as how is it possible for just my simcard to be ****** and a huge amount of funds are released from my 7 days account with no red flag from FNB, those transactions that took place were out of the ordinary and this should have been an alert on the bank systems as I wasn't aware of.

I had trusted FNB to securely manage my funds and protect my account, but my experience has proven that money can *****ently dissappear and FNB won't accept liability, just like that.

I believe this matter was not handled in a fair manner taking all possibilities into consideration.

Please advise what additional evidence is required to prove that money was *****ently ****** from my FNB account using another device and that I didn't make any purchases using FNB Scan to Pay.

Looking forward to feedback that would assist me in obtaining a refund the funds *****ently ****** under FNB's management, which was for my kids livelihood.

One other investigation is pending ( *** from SAPS) by Vusi Masuku and I was given his personal email address: *** as he has not provided me with feedback.

To date I have not received and call regarding my case, everything was concluded based on the date I reported this matter and I just received feedback.

Looking forward to be contacted by someone who will assist me in a favorable manner

Regards Isabell