*****ulent transaction with no feedback from bank

On Monday the 6th May 2024 i received *****ulent notifications of purchases being made from my debit card in North America while i was at the office in Sandton, the transactions were made around 9h00 and i only got to see them after 10h00 as i was in meetings.

I then called FNB ***** department, I WAS ON HOLD FOR 65 MINUTES, i got through to ANTONY ELMARIE whom was not very friendly/kind, explained my situation, and she advised i will receive an email with case number with 24 hours.

48 hours went by and i called only to be told the case number is generated within 48 hours, but surprisingly it was still not generated due to system issues. I got through to Dladla Siphelele, whom advised she will request ELMARIE to call me back with the case number or inform me as to why it took so long to generate the case number.

Elmarie still never called me back same Wednesday the 8th May 2024. On the 9th May 2024 again followed up with a phone call, as i was so frustrated as to why my trusted bank was not willing to help me, i then got through to Nonhlanhla, whom provided me with the case number and advised it was only updated that very same morning of the 9th May 2024, why only then, how so, as called 3 days earlier?

My biggest concern is only the 9th May 2024, the transaction was reflecting on my transactional statement, prior it was showing pending, why couldn't my bank do anything about it within those 3 days?, why did it have to take me calling 4 times to get a case number? How does my card get cloned if i haven't done online transaction in over 6 months? Why do i have to constantly call to get an update?

I am honestly disappointed in the poor level of service i received from the first point of contact Elmarie. She showed no remorse, no empathy, as i had lost thousands to ****mers. And to date i still haven't heard from my bank as how far they are with their investigations.

At this point I'm disgusted by this bank, i want nothing to do with them and considering switching banks.

Anyone wanting to move to FNB, PLEASE DONT, as you fall victim of a **** and never get assistance of any form.