***** Incident - slow response from FNB

I reported an issue of a **** with the FNB ***** division on 22 September 2018. The lady I spoke to was very helpful. The incident was then logged and an investigator assigned on 26 September 2018. I had a long conversation with the said investigator, explaining what transpired. He then sent me an email with all the details I needed, as well as what he needed from me, i.e. documentation in the form of contract and proof of payment. I immediately responded to his email sending him the contract, proof of payment, email correspondence, WhatsApp conversation. Satisfied that there was a movement on my case I left him to do his investigation. The following week, 03 October 2018, I sent him an email requesting some feedback (I was not expecting a resolution as his previous email stated it took 10 - 15 working days). However, he then called me within the same hour of sending him the query. He says he got everything except the contract and proof of payment (WHICH ARE THE MOST IMPORTANT DOCUMENTS), there were 5 attachments, but apparently only received 3 of the 5. How is that possible, I ask you, when they are attached to the same email?

I immediately resent the documents after ending the call, also asking him to confirm whether or not he received the documents. I AM STILL WAITING FOR HIS RESPONSE THAT HE RECEIVED IT...... On 10 October 2018 I sent him another mail requesting feedback and giving him the new case number.....NOTHING, SILENCE.

So now, today 12 October 2018, I sent him another email requesting feedback... I haven't received any feedback yet. I then decided to call the ***** division. Spoke to a gentleman whose name I don't remember now. He tells me that my case was assigned to someone, which I know. All I wanted to know is what is going on, any progress?????

TheN the bright spark on the phone tells me he will put me through to the investigators' department as there are no notes on my profile for the case. I told him I haven't received any status update, so he was trying to be helpful and put me through to someone that can help.

"THE NUMBER YOU HAVE DIALED DOES NOT EXIST", was the next sound I heard over the phone.

Why is it so difficult to get feedback? What hope do I have that this will be resolved or is FNB waiting for me to just forget about this?

Another issue that really bothers me is the fact that I reported to FNB that someone is using one of their accounts for ********** activities and it seems that this is not a concern to the bank. As far as I can see, this person(s) is still ******** people..... Are they still using this account or another account, another bank maybe?

The tardiness of FNB is allowing these people to get away with this... Instead of stopping these people by reporting their ********** activities to the police like I did, they are giving me the run around.

FNB, please respond quicker to these issues, especially when ******** are making use of your facilities. Then less people will loose out, people like me, the little man on the street the ******** prey on.