***** investigation department *********** and a ****.

I was a victim of ATM card ***** on the 29 July 2021. I immediately cancelled my card at the atm. I did get a printed slip, but it was not printed fully, and had black ink all over. The display of the ATM was also not as usual, so I had to cancel the card repeatedly. To confirm that the card was definitely cancelled, I also called the card cancellation service, who took quite a while to answer any of my calls. About 10 minutes expired after my card was ******, till I got hold of the card cancellation department. I thought that the card was already cancelled by then.

After it was confirmed as *****, I then reported this to the FNB ***** department, who said I will receive a sms with the relevant information. I got a Ref number, and after that, the service deteriorated fast. I had to call to get the ***** case number. After this, NO ONE contacted me at all, although they said they will send email and sms. I had to call them on a daily basis to get any information. At first, they said the card was never cancelled. After I nearly lost it, they confirmed the card was in fact, cancelled.

After promising me results within 7 to 10 days, and to keep me updated, I never heard from them again. When I called, I got referred to various different departments, with none that was in any way helpful. After week, eventually got hold of a Mr Chris Fernandez, who was investigating the ***** for FNB. I could only reach him via email, and although he kept promising to update me on the case, it was never done. He kept telling me that case was referred to management, and he asked for my contact details, which NO ONE USED TILL NOW. He also said they will definitely contact me in two hours, NOW more than 3 days later, still not contacted by him. Today I got a mail stating that due to the fact that I "took to long to cancel" my card, they will only pay me a amount of R3000, of R21640. that was ******.

I have been a loyal and excellent customer of FNB for more than 30 years. I have never not paid any of my accounts. Now I can not buy food, can not pay any of my accounts, no school fees, nothing. They agree that it was *****, but personally I think FNB is also to blame. Due to their incompetence and poor service delivery, and un helpful consultants and non working ***** department. Mr Fernandez did not follow the proper steps, a ***** claims form was never forwarded to me, "according to his email, he was too busy". A "investigation" was done by him, without contacting me ONCE. He does not even know what transpired, as he did not speak to me. I received this letter today, 16 August but it was dated for the 11 August 2021. Should this not be corrected, and I be fully refunded, I would definitely be complaining to the Ombudsman of banking services, and even take this to court and the media. I am definitely thinking of removing all my accounts to another bank. As Covid is influencing all finances, FNB should know to rather keep their clients, as this is NO time to lose them. The card was not cancelled, due to your incompetence, as I did cancel it at the ATM immediately. Also to make sure you did your work, I even called.