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Jacques Celliers

I am typing this open letter with a very heavy heart which has me extremely devasted and disappointed, as I process this incident not even in my wildest dreams would I have imagined I would experience such from well respected, recognized and acknowledgeable financial institution like "First National Bank (FNB)". A highly recommended bank by a majority of people, did I expect this to happen however in the fourth industrial revolution and digital world we are living in we should always be prepared for such incidents.

On the 25th of August 2022 I attempted a withdrawal from SportBet account to a “Nedbank” account which was unsuccessful, alternatively had to opt for E-wallet withdrawal. First E-wallet withdrawal came in on the 31st of August 2022 around 18:38 on number ‪***‬ amount of R3000. 00. The second one was sent on the 1st of September 2022 amount of R3000. 00 followed by third which was sent on the 2nd of September 2022 amount of R3000, then came the last E-wallet of R1000. 00 on the 3rd of September 2022.

On September 3rd 2022 around 9am went to withdraw R3000. 00 and was left with R7400 couldn't continue to withdraw because limit of E-wallet per day is R3000, went the following day to withdraw 400 around 12 in the afternoon at the same ATM in protea Glen Ext 16. And in the very same "evening" I set up a secret protection access pin to protect the E-wallet from such unforeseen emotionally damaging circumstances.

In the 6th of September 2022 around 5:49am I dialled *120*277# proceeded with my secret pin before I requested a withdrawal pin so I can go to an ATM and withdraw. Tried to withdraw at an FNB ATM, and it gave following message -" You may have entered a wrong Cell phone number or ATM pin". Had to Uber back home and quickly recharge so that I can get a new withdrawal pin, what puzzled me was the available balance of R4300 instead of R7000 what happened to R2700? Because I had not withdrawn nor sent anyone any money, had the E-wallet been withdrawn, it was supposed to read " you have already used this pin".

When I print a statement, it doesn't make any sense as no reflection of what happened to the R2700, where did it disappear too? This has financial implications on me because I had to Uber to ATM twice for such a great inconvenience. Only to not get the money, I am emotionally drained because R2700 is a lot of money in these trying times, considering I have a due date to pay for my niece to attend her Matric Ball a once in a lifetime opportunity, an opportunity that no child should be deprived of! Due to this her dreams and aspirations permanently put on hold.

Called your provided ********** activities number yesterday but the agent gave me issues which further infuriated me and elevated my stress levels that prompted me to hang up immediately.

I humbly request that I am furnished with information about where the money disappeared to or where the money withdrawn from, the time, and the place. If possible, can I kindly be provided the ATM footage in order to proceed with ******** proceedings against whoever is behind this mishap. This letter remains in the email of who accepts receipt of this, should resolve be reached swiftly it will remain as such. Albeit should nothing be resolved.

I welcome the opportunity to discuss matters further and learn how you propose to prevent this situation from recurring in the future. Hoping that by reaching out to you, assistance can be swift and efficient looking forward to hearing from you.