Query Regarding Unauthorized Transactions

I am writing to express my deep concern regarding two unauthorized transactions that occurred on 27 June 2025 between 19:15 and 19:17, which I was immediately alerted to via my FNB App. The first was for R250 and the second for R50, both bearing a reference to an Apple bill payment. These transactions were unfami**** and unexpected.

I would like to highlight that I only have two active mobile-related subscriptions, which I pay monthly—Google (R34.99) and iCloud (R14.99)—totaling less than R60 combined. I did not authorize the payments of R250 and R50. What alarms me further is that no authentication was requested for these payments, whereas normally, even purchases of as little as R9 require authentication.

This raises a serious concern about the security of my account and card. My card was in my possession at home during the entire day, and I was alone with no access granted to anyone else. I am very worried about how such transactions could have been processed without any validation, and I question whether there could be an internal breach or some form of system failure.

I immediately contacted FNB via the in-app chat and was assisted by Godfrey, who cancelled the card. I received confirmation via SMS. I was then transferred to the ***** Department and spoke with Sinethemba, who provided me with the case reference number.

Since then, I have not received any further communication regarding the progress or resolution of this matter. I kindly request urgent feedback on the status of this investigation, as I am deeply concerned and would like my funds reimbursed as soon as possible. I have always taken security measures seriously and consistently authenticate all my payments. This situation has left me unsettled and questioning the reliability of the system.

I trust that FNB will treat this matter with the urgency and seriousness it warrants. Your assistance in resolving this as quickly as possible would be greatly appreciated.