Poor Investigation

<p>Good day, thank you very much for you speedy reply, but it is very clear to me that this is a standard letter that FNB is using to send to all customers that were de*****ed from their money. Just the following:</p> <p>1. In your letter you state “We are aware of the circumstances of loss or theft of your card and it is evident that your PIN must have been "shoulder surfed". My card that was ******, was taken long before I could enter my PIN. “Shoulder surfing” could not happened. This the first sign that this is a standard letter and that this case was not investigated properly. I NEVER ENTERED MY PIN “NEVER NEVER NEVER”. How can I been found guilty of such a thing if I was not even phone and I clearly noted in my report that I never entered the PIN.</p> <p>2. You stated in your letter the following ” We have noted that the transaction/s occurred prior to you cancelling your card on 31 August 2016 @ 10:10:05. Due to the card not being cancelled timeously, the Bank was unable to mitigate the loss on the account.” This entire ***** took place at a non-FNB ATM. The FNB ***** number is not readily available. I took a few minutes until I managed to find the ***** number of FNB. Then I had to listen to all the selections given by the automatic FNB switchboard in able to make the correct selection. Then the operator started to ask question like, “Good day Sir in able to assist you we need to ask some security question”. As the operator started to ask the long list of security question the first declined transaction, then the second and then the third transactions. If it was not for all the many questions the transactions could have been prevented. I even requested the operator to first stop my card and then ask my all the questions. I had the the operator online before the first transaction was performed. The delay was caused by the staff of FNB. Please get the recorded phone call investigate this issue properly and decide then wether I was negligent or not. This the second sign that this is a standard letter and that this case was not investigated properly .</p> <p>3. You state “Kindly note that FNB does not accept liability for PIN driven transactions if the prescribed safeguard and procedures relating to the use of the Visa/Master Debit cards have not been comp**** with.” If PIN transactions are so unsafe why do banks even entertain PIN transaction. If you think it is not safe stop it. <br />Hagen Binding</p> <p>4. You state “You will be held liable for: "any unauthorized transaction that has been debited to the account through any person using the PIN". If I have never given anybody my PIN and I was never shoulder surfed why can I be held liable, if the security features on the FNB cards are so poor that they can be copied or bypassed so easily. It is easy, blame the customer, blame him today and carry on taking his money tomorrow again.</p> <p>5. I opened my first FNB bank account in 1982 when I was still a student. In 34 years of banking I never reported a similar thing or the theft of any money, for I always take care of the security and where I draw money. The first time I report a fradulent transaction I get found guilty of of allsorts as per points 1,2,3</p> <p>6. I also would like to request the staff of FNB to have a look at all my statements if cash are done from my account on a regular basis. Handling cash is risky and it is for this reason that I do not handle cash. It was only for this specific medical consultation I had to draw cash, what did that cause. Troubles troubles and false allegations sent to me.</p> <p>In short a customer of 34 years, with a home loan, credit card, savings account, current account and business account with FNB get sent a standard letter and thus treated as just another customer. I must say, me as a customer FNB will carry on surviving and closing my accounts will not even be noted by anyone, but at least it will give me peace in my heart.</p> <p>I would like to request FNB to reconsider their decision, FNB staff were very negligent by not investigating this case properly and making a decision without listening to the recorded phone call, where I pleaded to stop the account before the security checks are done. I customer of 34 years and holding various accounts at FNB being treated like anyone else. Is that the how all customers are treated. Nope we are only an account number.</p>