Shocking handling of ***** case - FNB Fusion Private Client

I was ****med on 01/09/2023 by a 3rd party from a legitimate and MASTERCARD secured service provider.

**** occurred due to failure of my online and app safety measures and case was reported on the same day.

My issues as a loyal and trusted FNB Fusion Private Client are the following:

On day of reporting (01/09), it took call centre 30+mins to answer the phone after which I gave a full recorded account of what happened, and my accounts was closed. On 05/09 I followed up via call centre on case number *** where I was told I will get feedback within 14 working days Following a discussion via SECURE CHAT on 13/09 whilst I was following up again on the case, I was told that investigation required more information of which I was not informed of. I sent an email to ******** where I requested status regarding this instruction and required reasons why investigator or investigation dept had not informed me of any outstanding information after I again submitted said evidence. Said email was not responded to even though I received an automated reply. On 20/09 when I followed up on my unanswered email, I received email ref *** where I was asked to submit my evidence yet again electronically on ******** and I did so. On 22/09 I followed up again via call centre where it took 15+mins for my call to be answered. During this call that I recorded, I was informed that my case was escalated to a manager and that I would receive feedback by end of this week (28 or 29 September 2023).

In conclusion, I have not received feedback as I was told and it has taken FNB more than 18 days (as it stands) to resolve this case and, in the meantime, I have had to make a further FNB loan just to survive the month of September 2023. I will not survive October 2023 if this case is not finalized, and I am refunded.