Subject: Urgent Complaint and Request for Thorough Investigation

Dear FNB ,

I am writing to formally lodge a complaint and request a thorough investigation regarding a *****ulent transaction that occurred on my Business account in late December 2023.

On 27th December 2023, I received a notification that R3000.00 was withdrawn from my account via an ATM. Upon checking the transaction details, I was shocked to discover that the withdrawal was made using a debit card ending in 8964. I do not have, nor have I ever received, this card from FNB.

Upon investigation at The Grove branch, I was informed that this card was issued to me and that I supposedly signed for it. However, my records show that in March 2023, I was issued a non-personalized debit card ending in 3716. The consultant informed me that a personalized Business card would be issued to me, and that I could use the temporary card in the meantime.

According to The Grove branch, a personalized card was issued to me on 17th April 2023, supposedly replacing the temporary card ending in 3716. My statement indicates that I was charged a card replacement fee of R110.00 for replacing the 3716 card on 18th April 2023. However, from March 2023 to December 2023, and to date, I have only been using the card ending in 3716.

I would think Standard branch operating procedure dictates that the temporary card should have been cancelled and destroyed on the same day that the personalized card was issued. However, I never received the personalized card ending in 8964. This leads me to believe that this is an inside job involving either the negligence or *****ulent activities of the branch consultant, Phillip Selemane and colleagues.

Furthermore, the conduct of the FNB ***** department ( case no: ***) is disappointing. They failed to properly investigate this issue by not requesting the branch to furnish them with the necessary details. Had they done their job, they would have clearly seen the discrepancy and the potential internal *****. I have several critical questions: 1. When did I sign for the card ending in 8964? 2. When was it received by the branch, and who signed for it? 3. When was the PIN number changed on that card? 4. Why am I still using the supposedly replaced card ending in 3716, which is still active, despite being charged R110.00 for its replacement? As per my statement dated 31 March 2023 to 30th April 2023

Today, when I visited The Grove FNB, the consultant Mahlangu mentioned that I was supposed to have received a response from the ***** department dated 17th July 2024, which I never did. The response stated that FNB will not accept responsibility for the *****ulent transaction because a PIN was used, implying my responsibility. I also requested the consultant to print out documents that indicate that I signed for the personalized card and he said the bank does not allow customers to have copies of such. Which makes no sense. As a client I should have a copy of documents that indicates my signature on request or on the day the document was signed for receipt of the phantom personalized card.

My question is: how am I responsible for a card I was never issued, and which I have no record of in my possession or on my statements? The only card I have is ending in 3716, which I have been using to date.

I demand a thorough investigation into the consultant who supposedly issued the said card to me. The branch's lack of interest in resolving this matter raises concerns about how many unsuspecting business clients might be affected similarly. I am deeply disappointed in the way FNB has handled my case and the nonchalant attitude of your staff. This afternoon, I spoke to Keitumetse Mashola from your ***** department, who showed no interest in addressing my complaint and instead escalated the matter to the Debit Card department.

I request an immediate refund of my funds and an in-depth investigation into this matter before I escalate it to the ombudsman.

Yours sincerely,

Phillip N. Phetla