Pathetic ***** investigation.

On Tuesday i received an unexpected pop-up on my FNB App asking to approve an interaction with FNB (something I am fami**** with when they validate your identity you are dealing with them over the phone) the problem was that i was not dealing with anyone at the time and immediately called the ***** line. The lady said it seemed that the request came from my private banker, but she will lodge a ***** case to be investigated. Today (Thursday) i received a call from Riaan Cupido stating that the reason for the notification was due to someone with a similar username trying to link their profile to their app. He then continued to state that i do not have a unique username and that i need to change my username if i want to prevent something like this from happening again. WHAT ????? How does this make any sense ???

Even though his response was nonsense, this triggered another concern. I expressed my concern about their system allowing duplicate usernames, he still had the audacity to try and convince me that the fault is not on their system, but that the fault lies with me, and i need to change my username. (a username that i have been using for more than 10 years) Trying to get the discussion back to the initial ***** case, i explained to him that his response had no relevance to my case. I explained the whole scenario to him and he stated that that was not how the ***** case was logged.

2 Major issues at hand here !!!!

1. How does a bank allow mixing identities of similar usernames. 2. How does the ***** investigation team come to a conclusion that has absolutely no relevance to the matter on hand ???

Keep in mind that there was a huge Credit Bureau leak a few weeks ago... Well done on putting your customers at ease with clear incompetence of your ***** line and ***** investigation dept.