No Feedback

On 26 June, my father was unfortunately a victim of ATM *****. He's card was grabbed and money withdrawn from 3 different ATM's.He contacted FNB call center at 16:22 pm on the same day, transactions were done 16:26, 16:27 and 16:29pm. It's now 3 weeks later after he filled out doc's and provided an affidavit. Eric at Warrenton branch keeps on advising that the documents needs to be faxed and he's awaiting a reference number from ***** division. i contacted ***** division on behalf of my dad and they have not received any doc's on their side. promises to keep my dad in the loop has been made more than once. same excuse every time, the doc's will be faxed again. The branch manager keeps on referring us back to Eric. I'm assuming this is a centralised system where you trace progress as you have to use ID number, but Eric is the only one that can check, yet still no feedback nor progress after all the promises. this is unacceptable. I've been banking with FNB for years and got my dad to change, my husband, close friends and family. i never expected this. Please assist in resolving this matter urgently as my dad still without his money 3 weeks later.