I may be a victim of identity theft and FNB just ghosted me after 5 years of being a client

I recently found out that my personal information is being used by a refugee in the country, days before my birthday. (All messages attached below)

It feels like a cruel joke, and FNB is treating me like this matter is not serious and are currently ignoring me.

Summary: I am sharing a number with another FNB client who is a refugee. They have been using my details without my knowing and FNB is ignoring me. This person appears to still be in the country as they have failed to update their refugee records.

I had learnt about FNB's payshap service earlier in May and I was excited to use it, gone are immediate payments and their fees! I registered for the service and used it once. I then remembered to use it when my sister visiting from abroad (in mid June) tried to transfer me some money. When I opened my FNB app and tried to find my payshap ID, I couldn't. I could no longer send nor receive money using the service. It was incredibly odd, as I had just registered and used it once. We then opted to use geopayments, I made a mental note to call FNB.

I called FNB and spoke to Nkosinathi Ndebele, who was able to contact IT and they were able to remove all accounts on their end. Which allowed me to restart and register my account again. That initially was sorted and Nkosinathi helped me.

However, things to get weird after this. I began receiving SMS's from FNB from the 25 June 2025 stating (see below):

FNB: This is a reminder that your refugee on record will expire on 6 July 2025. For assistance, call *** or visit your nearest FNB branch. Ts, Cs and std network rates apply. FNB a div of FRB Ltd. Auth FSP.

I am South African and have ancestry in South Africa. I am not a refugee and I don't know any refugees. I became nervous and scared as I was wondering who is using my information? This is scary especially when you consider all the cases ongoing of South Africans being unable to apply for university or get visas due to their identity being ******. Also note, I have personally opted to receive all my notifications in app.

I called FNB on 2 July 2025 who sent me in every direction and I eventually landed on Sinenhlanhla Mhlambi - who has since ghosted me! I began speaking to her and she told me to email all the messages I have received from FNB. We were on the phone for over 40 minutes and she reassured me that I would be contacted within 24-48 hours. This is a lie, because today is 15 July 2025 and no one has contacted me.

Funny how I can't ghost FNB when I don't "feel" like paying my bank fees. Yet they can ghost a client of 5 years when they don't "feel" like addressing the issue of my personal information being used by other client(s).

(messages attached) Nonetheless, as I am speaking to Sinenhlanhla Mhlambi I actually went back and discovered a disturbing trend. I initially didn't think much of this, but I have receiving messages from this refugee client as early as 11 February 2025. I honestly thought it was a fluke, because I received messages such as "Ramadan Mubarak" "Eid Mubarak". I have no hate in my heart for Muslims, I made the mistake of dismissing these messages because I am not Muslim and I thought it was an error. I kept receiving these messages, even a notification of an Islamic bundle account. However, as inferred by Sinenhlanhla Mhlambi during our phone call, the reason why I was unable to use my phone number for services like payshap is because this other person is also using my phone number. Sinenhlanhla Mhlambi informed me that FNB would remove the contact number linked to any other accounts, yet another lie because I am still receiving this individuals messages.

I was in disbelief, because when I called FNB it was 2 July 2025 and their refugee on record was about to expire on 6 July 2025. Further, I received a message yesterday 14 July 2025 informing me that this persons refugee on record has expired. Is this person just now in the country ********ly? Are they potentiall committing crimes in my name? Financial or otherwise? Do they have any of my other information? How were they able to bypass the OTP process for payshap given that I have had this number for 5 years and its on contract! What is the extent of my personal information being compromised?

I tried to email Sinenhlanhla Mhlambi to follow up, I am being ghosted/ignored. I tried to go back and email Nkosinathi Ndebele despite him dealing with my initial query, and guess what? I am being ignored. This is so painful and difficult especially when you consider the extent of personal security concerns that this issue raises. FNB has failed to simply call and give me an update or even send a lazy email stating "we are still looking into it". I am at my wits end and I may need look into other avenues to ensure redress. What is so twisted, this was all happening 3 days before my birthday. Imagine walking into a new chapter of your life with all this anxiety.

FNB: You have not used your FNB ISLAMIC EASY BUNDLE account ...2204. You can now earn interest on a positive balance. Make a deposit today and start earning interest now. Ts and Cs apply. FNB a div of FRB Ltd, an auth FSP.

FNB :-) Eid Mubarak. May your sacrifice be elevated to the highest levels of acceptance. FNB Islamic Banking. FNB a div of FRB Ltd.

FNB: You have not used your FNB ISLAMIC EASY BUNDLE account ...2204. You can now earn interest on a positive balance. Make a deposit today and start earning interest now. Ts and Cs apply. FNB a div of FRB Ltd, an auth FSP.

From 11 February 2025, note I only learnt about Payshap in May 2025.

FNB :-) You are about to either register or update your ShapID details to receive PayShap payments OTP: 9952. Don't share this OTP with anyone! Cs/hucMYZv+