Poor handling of my ***** Case

I am writing to express my deep concerns regarding the recent handling of a ***** case involving my account. As a long-standing customer of FNB I have always trusted in your institution's commitment to security and customer care.

On the 11th of July 2023, I discovered unauthorized transactions on my account amounting to R21 282,41. Promptly recognizing this as *****ulent activity, I immediately contacted your customer service hotline. The representative I spoke with took note of the situation, but did not ask me any details of what had happened.

However, the 7th of August, I was informed that the bank would not be able to reimburse the funds due to as this was a digital transaction, with no further details provided after requesting this detail.

While I understand that there are policies and procedures in place, I would like to express my disappointment and concern over the following points:

Lack of Investigation Transparency: I was not provided with a detailed explanation of the reasons behind the decision to deny reimbur*****t. Transparency in the investigation process could have helped me better comprehend the situation.

Timely Notification: The notification of the decision not to reimburse the funds took longer than expected, leaving me in a state of uncer*****y and financial strain.

Customer Support: During my interaction with the ***** reps, I felt that my concerns were not fully understood, and the rationale behind the decision was not adequately explained. Clear and compassionate communication is crucial during such distressing situations.

I genuinely value my relationship with FNB and have been a satisfied customer for over 10years. However, this recent experience has left me questioning the level of support and assistance provided in cases of *****.