Non existent customer services and woefully inept ***** department

Writing this brings me no joy.

More than a month ago I was a victim of *****. As soon as I realized what had happened I contacted the ***** department to report it. The young man assisted in canceling everything and creating a ticket. Little did I know that was the start of the problems.

Our online banking got hacked and funds moved around. This was clearly not us since we've never used online banking and don't know the details.

First off, after waiting 2 weeks nothing was done on the case, had I not followed up I'm sure there would've been no follow up. After a few calls, no movement and plenty of "escalations" we got to the point where we will not get our money back. When questioned "why not" I was told because the payment was approved.

Of course it was approved, how else did they get the money. That is why the case was reported. When asked why no red flags went off for a suspicious payment(with a suspicious amount) at an odd time of the night, I was told that because it was approved it did not trigger the flags. After pointing out the hacker has access to our online banking for the umpteenth time the person pointed out that not a single person prior mentioned the online banking issue.

From there a new ticket was opened to see how they got access to the online banking account. This, I was assured , will not take long because the original person should have reported both and should've been investigated concurrently. The lady promised that she will deal with it and have an investigator call.

Almost a month later and around 7 hours in calls later there is still no follow up. Every time I call digital *****, they insist its a card issue, when I get to card they insist its a digital *****. Yet no follow up. From there one of the two will request a manager/investigator to call me back to give me more information but when the time comes, there is no call. From there the process continues. I call in, digital ***** says its a card issue, card department says its a digital ***** issue.

Finally I get told to call complaints and that they will put me through. Only to be put through to sales and restart the whole process from scratch.

The most annoying part is how everybody insist that I would approve the payment but when asked about the *****ulent log in to the online banking the subject gets changed and I get carted to a different department.

Now today, it took me 30 minutes to get a hold of complaints( after being bounced from department to department again) to be told they cant help me.

After getting moved back to ***** I get the same script with no follow up on how the *****ster got access to our online banking. Only dodging the question and implying we must have somehow approved the payment and that we caused this.

FNB will promise the sun moon and stars to get you to start an account. Once you've signed up they have non existent customer service and zero customer care. When I asked what are their plans to stop this from happening again because for all intents and purposes this *****ster got away with my money and FNB couldn't care less.