***** or unauthorised transactions

Dear FNB

Thank you for your time taken earlier this week to update me about the *****ulent case that I have logged.

As part of the update you mentioned that there is only two ways in which a *****ster can have access to ones banking information. 1. By a way of having access to an OTP 2. By a way of a link being clicked where card details are provided.

I have confirmed with you that I did not give my OTP nor did I either capture my card details on a link. I did receive a Post Office sms as previously indicated, I clicked but I am certain that I did not capture my card details.

In closing you then said I should send you the link which I did. You also indicated that managers will meet and as part of goodwill decide on the amount they can give me as you have ascertained that this is not a ***** case.

In my view, there’s a number of internal control gaps/failures that took place here which the banks seems to not be taking adequate responsibility for.

1. The bank should keep records of client financial behavior. Show me where have I ever received my salary and immediately swipe all of it at once on the same day without honoring my obligations. 2. Three transactions happened with the same merchant, which appears to be in Belgium. Do you have records of me having travelled to overseas in the past days? Why could this not be picked up that this is outside my normal behavior? Let’s assume that I might have been virtually buying online from a merchant in Belgium, why with all my available funds though? 3. In the event of abnormal activities happening, the bank can give a client a courtesy call to confirm that the transactions are legit. That didn’t happen in this incident 4. Let’s say I had provided my details to the merchant willingly, would I not have told them how much money is in the account? The transactions were still ongoing until there were insufficient funds. So many abnomarlies and yet were ignored. 5. In addition to the above mentioned, FNB prides itself as being the best digital bank. This should encompass ensuring that our money is safe while conducting business online. The virtual card is consistently being advertised as one of the safe methods for shopping online and earning ebucks. How is it that I get transactions processed on my card without having authorised those? 6. As a last resort when all fails, immediately a transaction is reported as unauthorized by the user should be reversed. The bank told me they have no ability to reverse those transactions. All they did was to process them from a pending status to finalised.

Then maybe let me move on from the above list, which is not exhaustive of all the gaps, and deal with how I was treated. 1. Edith Sibanyoni advised me that managers will meet and out of goodwill they will decide how much I would be offered. She indicated that Thursday the 4th of May I will get a feedback from a banker with an offer. Well today I did get a call from the banker. There was no offer except that I was being recruited to upgrade to private client because of my impressive banking profile. When I told the private banker about my case, he then advised that he will get in touch with the relevant departments and provide me feedback. His service was outstanding, because he is the only guy who came back to me with feedback as promised. 2. The feedback as bad as it was but there was a feedback. In a nutshell the bank was saying they have closed the case as ***** because I willingly provided the information to the merchant. I need evidence of me willingly providing information to that merchant please. 3. In addition, part of that feedback was he has asked his manager for a goodwill offer. The manager has apparently authorised R10000 as goodwill. I know there’s no formula to “goodwill” however that’s about only 32% of the money that was taken from my account. Am I worth only 32% of my salary to FNB. Over the years I have deposited so much funds in that account, and have been meeting all my obligations when it comes to settling my wesbank accounts, FNB credit card and even savings. Does that all go unnoticed? I guess so. And the only reason I got this goodwill offer is because the private banker motivated to his manager as he thinks I am a potential client for private banking. Had it not been that marketing call recruiting me for private banking, I probably might not even have received this offer. 4. Where was the meeting Edith Sibanyoni advised me of? What was the status of that meeting? Well no one bothered to give me any of this update.

This is not all but I will end here for now