OTP protection or lack thereof

I am a private wealth customer of 20 years standing that is totally disillusioned with FNB. In July 2017 I received a SMS from FNB. Despite numerous telephone discussions and letters to FNB I have been unable to get a satisfactory response in writing to my concerns. I did get a response written by their legal department which I felt avoided my questions and told me what I already knew but but did not address my questions. The following e-mail details my concerns and was written on after countless telephone discussions and 10 written communications to various FNB officials. Dear Mr. Cupido Thank you for your response. Unfortunately your response does not deal adequately with my enquiry and nor does it deal with all of the issues I raised. Firstly, I will respond to your attachment response in the same chronological order that you presented it; 1 The SMS generated by FNB read as follows; " You are about to link the app to your banking profile with full access to your account OTP:####. Do not share this OTP with anyone.13:55:09. " Your explanation does not support this statement and I very much doubt whether it represents the actual events. If so, please will you, on a step by step basis explain the events preceding the SMS and the subsequent actions taken by FNB in a credible way that supports your SMS and that I can understand. Please just tell the truth and help me understand what happened and how events like this will be avoided in future. These are my specific concerns; - I regard an OTP as a security tool which can and should only be triggered by the account holder - In future I do not want FNB issuing an OTP for any reason without my permission. . - In the past I have received a phone call from FNB when they have felt that something suspicious is happening with any of my accounts. If your story is true why did this not happen? - MORE NONSENSE ..... If this event was triggered by another user with a similar username trying to link a device it is FNB's responsibility to introduce securities/filters/processes to prevent events like this happening. If what you say is true your systems are sub standard and should be addressed. Please respond to all of the points raised above.

2 As mentioned above I do not regard THE MEASURES TAKEN AS EITHER APPROPRIATE OR CORRECT. Only after I protested at being asked to close my accounts was I asked to change my username and password.. Anyway whose fault was this. I did nothing to generate this SMS so why should I be inconvenienced and expected to do anything. BY THE WAY, go on Hello Peter and you will see that another of your customers had exactly the same problem and they were also advised to cancel their cards, not once ,but twice. This suggests that FNB KNOW ABOUT THE PROBLEM but have done nothing about it

It is now almost 3 months since I lodged my initial enquiry and today I was informed by my private banker that the reason for the delay was that my e-mail had been sent to legal department. The only reason that this could happen is because FNB have done something wrong and are scared of the possible legal consequences.