Poor service and communication

Item: FNB (First National Bank)
Rating: 1
Author: Jim P

Why has my email address be blocked by FNB?

Delivery has failed to these recipients or groups: 'Edzisani, Tendani' (***) Your message couldn't be delivered because you don't have permission to send to this recipient. Ask the recipient's email admin to grant you permission and then try again

I am an FNB customer and am helping another customer who does not have email. The barred email is below:

Dear Ms Edzisani

Thank you for the email

Please note it is Miss Bennet

My responses follow *** below

Regards

Miss Gillian Bennet

I was not referring to the police statement. *** Why did you not specify that?

The statement we are referring to is the bank account statement that reflects the amount that was taken from the atm. *** Why is it that the ***** team could not retrieve it?

The ***** team couldn't retrieve it and had asked that you come to the branch so that we can print it and forward to ***** for more investigation. *** Why is it that the ***** team could not retrieve it? Attached

They also mentioned that there was no case opened. *** See below, the case number is there. The case was opened and reported to FNB

We have also done the investigation that Mrs Bennet was explained what had happened ,the fact that someone who don't work at the fnb had helped her and took her card to withdraw at Kyalami Nedbank machine. *** Not accurate. A person presumably from the bank told her that the card was in the machine and took her inside the bank. Another person retrieved the card from the ATM. Why was the card held and later released?

at the branch they cancel the card as the pin had been comprised and asked her to open the case at the police station. *** I was not asked immediately to report the theft to the police. Only on asking to see the video was the request was made to report the matter to the police

She didn't return from that time in July until now this last week when she came to alert us of the outcome. *** I informed the ***** section

we will appreciate that she come to the branch so we can print her statement and proceed with the investigation. *** Attached. Explain why the bank cannot retrieve my statement

THERE IS A REASON WHY THIS IS IN CAPITALS. ANSWER THE EMAIL AT THE BOTTOM IN FULL

Thank you

From: Edzisani, Tendani [mailto:***] Sent: Friday, 29 December 2023 16:35 To: Jim Powell Cc: Vukeya, Dunisani Subject: Re: ***** on account number *** - [External Email]

Good day Mrs. Bennet

I was not referring to the police statement. The statement we are referring to is the bank account statement that reflects the amount that was taken from the atm. The ***** team couldn't retrieve it and had asked that you come to the branch so that we can print it and forward to ***** for more investigation. They also mentioned that there was no case opened.

We have also done the investigation that Mrs bennet was explained what had happened ,the fact that someone who don't work at the fnb had helped her and took her card to withdraw at kyalami Nedbank machine. at the branch they cancel the card as the pin had been comprised and asked her to open the case at the police station . She didn't return from that time in July until now this last week when she came to alert us of the outcome .

we will appreciate that she come to the branch so we can print her statement and proceed with the investigation.

Thank you

Regards

Tendani Edzisani ***

Branch Controller Point of presence,Kyalami Branch, FNB retail +***0 First National Bank, A division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20). For more information regarding the full legal disclaimer pertaining to this email, visit our website or download the FNB App.

________________________________________ From: Jim Powell <***> Sent: Wednesday, December 27, 2023 12:28 PM To: Edzisani, Tendani <***> Cc: Vukeya, Dunisani <***> Subject: RE: ***** on account number *** - [External Email] Dear Ms Edzisani Thank you for the email If you are referring to the police statement: 1. I was not initially requested by the bank to report the matter to the police. I reported the matter to the police only when advised later by the previous manager of the Kyalami Corner to do so 2. The police statement has not been requested before and The theft took place at the end of July. Why? 3. Why was the investigation stopped (***** and investigators will continue)? 4. I perceive this as further delaying and avoidance tactics 5. Please answer my email below in full 6. I am trying to resolve this within the bank. If I am not able I will go external. The action or inaction of the bank will determine this Regards Ms Gillian Bennet From: Edzisani, Tendani [mailto:***] Sent: Wednesday, 27 December 2023 10:42 To: Jim Powell Cc: Vukeya, Dunisani Subject: Re: ***** on account number *** - [External Email] Good day Mr Gillan Bennet I have contacted your wife regarding the case.The ***** investigators wanted her statement as i coudnt retrieve it for her on the system without her being present in the branch.She had advised to me that she will come by the branch any moment when she become free. Immidiately when we get it, it will then be sent to ***** and investigators will continue with the case.

Regards

Tendani Edzisani ***

________________________________________ From: Jim Powell <***> Sent: Friday, December 22, 2023 2:29 PM To: Edzisani, Tendani <***> Subject: ***** on account number *** - [External Email] ----------------------------------------------------------------------------------------------------------------------------------- CAUTION - EXTERNAL SENDER - Please be careful when opening links and attachments! FNB Cyber Security Office. ----------------------------------------------------------------------------------------------------------------------------------- Dear Ms Edzisani Thank you for the time to discuss the problem with my account As requested, information on the ******* transaction of withdrawing R3000 from my account ***5, this was on at the Kyalami Corner ATM closest to Dischem. Note that I did not put my PIN into the ATM, I tried to get the card back and it was not returned. It is obvious that the ATM had been tampered with and the bank must take responsibility for this. I did not leave the ATM until a bank employee came out and I went into the bank the with the employee. I got the impression that the card was in the machine. The card was cancelled but the R3000 had already been taken ***5 I missed a call from FNB ***7 I was called by the Kyalami Branch Manager to say that, from the video, the card had been removed from the ATM by an unknown man. The manager told me to contact the police for a case number ***0 SAPS Midrand case number is CAS322/8/2023. ***1 I received an SMS from SAPS Midrand Station stating Constable L Mdleleni will investigate. ***0 message that case had been closed. The docket can be reopened on new leads. Why was R3000 withdrawn from the ATM when there was a limit of R1500? Please supply video of the activity at the ATM. Why has it taken nearly 5 months for nothing to happen? I expect a report back by close of business ***7 Is there an FNB internal ombudsman and contact? What are the contact details for the banking ombudsman? Regards Gillian Bennet This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice. This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.

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