***** on my FNB account

On the 04th February 2021 R29 000 was paid to my account and a notification was sent to me alerting me of this payment.

R14 500 was then paid to Arebolokaneng Burial (A NOTIFICATION SMS WAS SENT TO ME FOR THIS PAYMENT) I was then left with R15 365 43 on my account, few minute later after making a transaction to Arebolokaneng I went to my cellphone banking app and to my surprise an amount of R14 000 was missing from my account, I immediately contacted the FNB ***** department alerting them of this and my card was immediately cancelled I then asked the guy on the phone what was the way forward and he was just plain rude to answer any of my questions and said an investigation will be lodge for this and I will be receiving feedback.

One agent I spoke with was happy to help and sent me an email with a form I had to fill in and send to them (PAYMENT REVERSAL FORM). THIS FORM WAS SENT BACK ON THE SAME DATE 04 February 2021. A reply email was sent to me dated 09 February 2021 which I only saw yesterday, please see below email copied and pasted:

Dear Client Kindly note that we do not action reversals/recalls if the incident are *****/**** related. We recommend you report the incident ASAP to one of the following ***** departments in order to assist via other methods. · ***** on *** You will be required to submit the following information/documentation to the bank’s ***** Department · Account number of complainant · Suspected ********** account details · SAPS case details · Affidavit · Supporting documents (proof of payment) For other ***** related claims, please contact the respective area/s: · Debit and Cheque card ***** Debit&*** · For the reporting of phishing emails *** · Debit order queries *** · E-Wallet ***** *** · RMB Corporate *** Please be advised that you will not be billed for this request as it is will be closed at no cost. Regards, EFT Recalls & Reversals

I then went to my app and now the amount of R14 000 is missing from my account ( PLEASE NOTE THAT STILL NO NOTIFICATION FOR THIS TRANSACTION WAS SENT TO ME) Please let me know how such a big transaction was allowed after I reported this, and cancelled my card!!! Please also note that after reporting this over the phone, 05 February 2021 I went to an FNB branch at Westgate Shopping Center at Roodepoort. I reported the matter still and I was asked if I did make a call to cancel my card and I informed them about the email that was sent and the form I had to fill and send back. I was reassured that the matter will be handled and that I will be receiving a call and my money will be safe on my account.

I am truly disappointed with how FNB handled the whole matter, and how R14 000 was still allowed as a transaction, How no notification about the transaction was not sent to me.

I need this matter to be resolve ASAP and my money to be returned back on my account as a matter of agent, After a long relationship as an FNB client I don't what to be a Karen no a Patricia about this whole matter but it's my money that is missing with no trace or notification.