Pathetic and Disgusting Service

On 22 Dec 2023, I contacted the FNB ***** department to advise that my account had been *******ly accessed and all my funds had been taken from my account. I realized this after I tried to purchase groceries at our local Pick n Pay when my card was declined because of insufficient funds. I immediately tried accessing my banking app which I couldn't access via my mobile device I received errors of incorrect logins.

I was told it takes 7 to 30 working days for an investigation to be carried out. I was given a case number over the phone and no other official communication was sent to me via e-mail.

I was then contacted twice, the 1st time was later on 22 Dec 2023, when a consultant advised that I needed to obtain an affidavit from the police station, no details were provided for the affidavit to be sent to, and I was told the investigator would be in contact with me within 48 hours.

5 days passed and no contact was made with me by any investigator. On 27 Dec 2023, I went to an FNB branch to seek further assistance as I had made multiple calls to the ***** Department, spending ours on the calls only for the calls to be dropped or told the investigator would contact me. the branch consultant then assisted me to in making contact with the investigator who also refused to assist immediately and also was told I would be contacted.

I was then contacted by the investigator the next day advising that she is currently investigating the case and also that the affidavit was not enough and that I needed to open a ***** case at the police station while she investigated. Again this investigator was very reluctant to provide any form of direct contact details and to provide the required information, I went immediately to open a ***** case at the police station where I was told that a statement from the bank is required stating that the bank is investigating the ***** case.

I have received no communication from and neither has the investigator made any further contact to advise on the state of the investigation.

I have been left stranded with no funds to live off, all my debit orders have bounced, with the potential of some services being canceled as all my paid services ie. Medical aid, car cover, and motor warranties, as well as my debt review payments, are left unattended to, I provide medical aid to my 2 kids who live with their mum and I pay maintenance as well all of which is unpaid. in this event, my kids have been left without medical aid cover and i have had no feedback.

This is utterly ridiculous as how am I meant to live and provide for my children? It's events like this that force customers to move on to other service providers which I am now considering as FNB doesn't value their customers and resolving issues when they arise and help is requested.