No investigation of **** at ATM

To whom it may concern.

I'm very disappointed in the lack of respect FNB has for its clients.

I was ****med at an ATM on the 3rd of December 2019. The perpetrator managed to ***** R3000 from my account while I was on the phone with a consultant trying to block my cards.

I was in such a state of shock and confusion that I only later realized what had really happened. I therefore filled in both ***** and reversal forms.

Basically, my card was switched and when I typed my pin number into the ATM, it appeared on the screen. - nice and big so you could see it from outside the ATM.

I was assured of feedback if I completed the necessary forms. All I received was sms's wanting me to rate their service - non-existing as far as I am aware. Even though I selected ‘1’, which is the lowest rating (3 times), I still received no feedback on my negative view of their (non)exiting service.

I have heard an FNB exec - Lee-Anne Van Zyl on 702 - assuring clients that keeping your pin number safe while typing it in should prevent someone from seeing it and using it to de***** you. Absolutely no mention of the fact that their ATMs can be rigged to display your number up on screen for all to see.

I spoke to 5 other customers queuing at the same ATM and they all reported this happening to them in the past at that very ATM. I also spoke to several FNB employees who all confirmed that they have seen people's pin numbers going up on screen.

This convinces me that FNB cannot be unaware of this flaw at their ATMs, that it’s been going on for a while and that they do not really take responsibility for the potential *********** of their clients at these machines.

Why do they not rather close these risky ATMs than allowing people to go on losing their hard-earned money in this way until they can figure out why these ATMs are so easy to be manipulated by any ****?

Regards Mariè U