Money ****** from FNB account- they don’t care.

On 09 February 2024 I had the unfortunate experience of getting my bank card cloned, even though I had the card with me- so it was NEVER ******. I assume it was cloned after I used an FNB ATM in my hometown. I assume because as you’ll see in this complaint, I haven’t received answers from FNB almost 2 months later. This is a bank account I use for my business so no one in my life has access to the account or bank card. At 20:48 the first *****ulent transaction of R3421 went off and I immediately logged into my online banking app and tried cancelling my card but a few more transactions went off in rapid succession before I could stop the card. Had I not stopped the card, the activity would’ve continued! I immediately called FNB and was put through to their ***** department. Can I just say that their customer support team is the worst I’ve experienced in my life! Firstly, you wait 30 minutes on hold for someone to answer- yes it’s after hours but then hire a damn night shift team to handle *****. When I got on the phone, I was frantic and even crying but no empathy, no explanations of what the steps are besides being told we would have to cancell the card and then I’d have to wait 21 days for the ***** investigator to contact me with a report. After the call, I tried checking my banking app only to find out my profile was disabled. I called FNB back and the rudest agent answered and I was told they had to disable the app, again- I wasn’t aware of this because their customer service is poor and they couldn’t be bothered to explain the steps until you call them multiple times. He also said “You were given a case number and told to wait 21 days for a response. Don’t call back until then”. I was disappointed and called back again asking for a supervisor and then was denied, told to speak to the agent on the phone who I will admit was friendly and empathetic and had more information for me than the first two agents. Still, she couldn’t give me any clarification about my account but said I should go into a branch to reactivate my banking app and to get a temporary card. The following day- 10 Feb 2024, I went to a branch - no manager in sight. The lady who assisted me wasn’t friendly but she was competent, I got a temporary card, reactivated my banking app, we changed my limits and I was advised to put my money in a savings account that ********s wouldn’t have access to because FNB is so awful at protecting us, that my money wouldn’t be safe in my main account that’s linked to my bank card. 10 days later I called back to ask for an update on the case- no information. I sent an email and was informed that there was a partial refund for literally only the smallest transactions. Over R3400 was *****ulently spent on 1 transaction and was not refunded. Over R640 was *****ulently spent on Uber Eats when the service isn’t even available in my town. Again, this is a bank account I use for my business so no one in my life has access to my card or would ever have access to it. Only R1500 was refunded for 3x R500 Uber rides and a R47 Uber Eats transaction was refunded. I followed up again but I haven’t received a response.

No response as to why R4000 was not refunded. No “***** investigation” report was sent to me. No manager has called me.

Truly heartbroken and disappointed that not only did this occur but FNB does not care about us. I am a Premier account holder and can upgrade to Private Wealth but why would I when my money isn’t safe and I’m not shown any respect as a customer? Looking to move to ABSA.