Lack of Concern for Clients

On 9 August 2023 my phone was ****** inside a KFC in Hatfield, Pretoria. I locked my phone on the find my iPhone as one does when their phone is ******. Somehow the ******* (obviously it is some professional syndicate as phones being ****** in Pretoria is the new daily) managed to get into my online banking, even though my banking app is protected with facial recognition and is password protected, they managed to withdrew all my money in four separate transactions and managed to take out a loan on my account.

Technically, and legally, I am unable to get a loan as I don’t have a permanent job. Nevertheless, the loan was successfully requested, approved and withdrawn (on a public holiday at 8:30pm). Obviously no identification or approval was sent to my employer (a school) to approve the loan or my identity as they did not contact me asking about it. The night my phone was ****** I phoned FNB where I was placed on hold for around 15 minutes to inform them about my phone being ****** but of course, there was no answer. Eventually I gave up as I had to go to the police to report the crime.

I went to lodge my ***** claim at FNB Hillcrest Boulevard, Pretoria on the 10th of August 2023 and the matter still has not been resolved. On the FNB website it states that ***** investigations or disputes will be resolved WITHIN 40 days. I am currently sitting on over 50 days with no solution to the matter.

FNB has been absolutely useless in helping me resolve my matter. They have failed to informed me on any updates of my claim on their own accord, I have had to email them every week for the past 6 weeks chasing them down to ask for an update on my claim. After week 4 I asked for an update on my claim and I was told that they were “investigating the matter” and that is all that was said. Which indicates a very poor concern for their clients.

Today on 21 September 2023, my claim has still not been settled (after being lodged 6 weeks ago) and it came to my attention that FNB has taken off the first repayment of the loan that was *****ulently taken off my account, the loan which I have reported as ***** 6 weeks ago. I have emailed them twice about this and no one from FNB has contacted me back regarding this. I am extremely irritated with the lack of concern and care that FNB has for its clients and their lack of communication is distasteful.