Horrible service! Disgusting, disappointing..

I am writing to formally lodge a complaint regarding the handling of a ***** case involving my company, Namibia Fluegelboten Energy (Account Number: ***), by FNB South Africa. The bank’s lack of timely communication, poor coordination, and failure to provide clarity on the status of my funds have caused significant financial loss and emotional distress.

Incident Overview

On 7 November 2024, I responded to an adverti*****t for a TLB machine on Facebook from a seller claiming to represent Malherbe Kruger Industrial Supplies. Communication was conducted via WhatsApp (+***2). After agreeing on a price of ZAR 265,000, I received an invoice from the seller and transferred a deposit of ZAR 50,000 to their FNB account (***5, Branch Code: ***).

The initial payment did not clear, prompting me to contact FNB. I was informed that the payment was on hold for a security check. After verification, I was assured the payment would be released. Subsequently, I received a call from FNB’s ***** department confirming the payment details. I stated that the purchase was from an auction and had not personally inspected the goods.

The seller assured me the machine would be delivered by Monday, 11 November 2024. However, no delivery occurred, and my calls and messages were ignored. Suspecting *****, I immediately contacted FNB’s ***** department and filed a report at approximately 1 PM the same day.

FNB’s Handling of the Case

Despite reporting the case promptly, the following series of events reflect a severe lack of action and communication: 1. Delayed Investigator Allocation: I was informed an investigator would be assigned by Wednesday, 13 November 2024, but no one contacted me. 2. Case Closure Without Resolution: On 25 November 2024, I received a notification via my banking app stating the case was closed due to “no response.” This is categorically false, as I had been actively following up. 3. Request for Documentation: On 25 November, at 15:59, Mokgadi from FNB emailed requesting an SAPS case number, detailed affidavit, proof of payment, and supporting documents. These were provided promptly. 4. Ongoing Silence: Since submitting the requested documents, there has been no further communication or updates from FNB regarding the status of the funds or the investigation.

My Concerns 1. Failure to Secure the *****ulent Account: It remains unclear if the funds transferred to Malherbe Kruger Industrial Supplies’ FNB account have been frozen or recovered. 2. Lack of Coordination with SAPS: FNB has failed to work effectively with law enforcement to expedite the case. 3. Unacceptable Communication: The lack of updates, despite the gravity of the situation, shows gross negligence and disregard for customer concerns. 4. Breach of Trust: As a loyal FNB client, I expected due diligence to be conducted before allowing *****ulent entities to open accounts with the bank.

Requested Action

I demand the following actions from FNB with immediate effect: 1. Status of Funds: Confirmation on whether the *****ulent account has been frozen and if my funds are recoverable. 2. Investigation Progress: A detailed update on the investigation and coordination with law enforcement. 3. Accountability: An explanation of why the case was closed prematurely and why communication has been so poor. 4. Compensation: Reimbur*****t for the financial loss incurred due to FNB’s failure to act promptly and prevent further *****.

This matter has caused significant distress, and the silence from FNB is unacceptable. I expect a written response addressing my concerns within 5 business days from the date of this letter. Failure to respond adequately will leave me with no choice but to escalate the matter to the Banking Ombudsman and other relevant regulatory bodies.

I trust that FNB, as a leading financial institution, will take this matter seriously and act with urgency to resolve it.