********** Transaction on Private Clients Cheque Debit Card

Hi Hello Peter;

I am writing this review very angry, in fact disgusted by the arrogance and level of service received from FNB over the past 2 days.

On the morning of the 29th of September 2019 I received notifications from my FNB app about a transaction on my card that was ********** and was never authorized by me. This transaction happened on the 28th of September and reflected on my Account Transaction History as a 'pending' transaction with other transactions on the day. Seeing this was *****; I immediately followed the prompts on my app to log and dispute a transaction I identified as ********** or not authorized by me. These steps led to the cancellation of my card and ordering of a new card. I was then advised to cut and throw away the card as it was now deactivated. I however did not throw away the card as I felt it will be safe in my home and no transaction on my account could be finalized using its details.

On Monday (30th September 2019 at 07:45); I decide to call FNB to establish the timeline to have the ********** transaction reversed and to also arrange delivery of my new card. The lady (Buhle Mtshali) I spoke too wanted to know the circumstances of the ***** which were then explained to her in full, and the process taken thereof. She then immediately sent me form to complete and provided the address which I must reply too. The form required me to select an option fitting the ***** I wanted reversed on my account, the card number, as well as receipts to validate (substantiate) the purchase(s) I made at the merchant.

Now I did not have the card (left it at home as it was now useless) or receipts required and immediately sought clarity through the email provided to return the form too. Specifically; I wanted to know:

1. Is it necessary for me to include the card number of a card you have already cancelled and declared invalid after I reported ***** on it through the app? 2. If indeed you want the card number; will it be okay if I send the Dispute Form tomorrow (01 October 2019)? 3. On the Dispute Form; the ***** in on option 4 (I only did one transaction at this merchant (Attach a copy of your transaction slip). I did not authorise the additional transaction.) but I do not have the receipt I am required to attach. What happens in this case? What recourse do I have as I normally rely on my app and FNB notifications to detect ********** activity on my card?

Trusting they act according to their slogan (How can we help you?); I expected a prompt response but did not get anything. Instead I got an SMS on the 01st of October reading as follows: "Your disputed transaction is not related to Debit Card ***** * A********* NIGHT CLUB * has been used before, please take the matter up with them e merchant. REF: ***". I find this response very unreasonable. In fact to suggest that one can never be a victim of ***** in a place they have visited or purchased goods from is nonsensical. We have a high increase in card/bank ***** and I rely entirely on my app to alert me to any activity on my account/card? It is good that the app is interactive and allows one to monitor his account. But it is disgraceful for FNB to dismiss my case in such a manner. Any sane person looking at the transactions at the merchant can see *****.

The poor service levels from the ***** line today (01 October) are really an unnecessary irritation (We experiencing a high volume of calls today). Having someone wait for over an hour for support is unacceptable for a bank as big as FNB. You need to improve your service levels to avoid people coming to such platforms to get your attention.

The ********** transaction in question remains 'pending' and possibly could have been resolved had I actually been able to get support today. I am very aware of how I spend my money and can never make false claims. I also have high expectations from FNB as they are the custodians of my money and I have been their customer for many years now.

Please resolve this matter ASAP. Below are my details and reference number for the case in question.

Thanks