*****ulent transactions and Account charges

Dear FNB Customer Service,

I have been banking with FNB for more than three years. I initially opened an Easy Account and later upgraded to Aspire, as recommended by a consultant. However, I have often found the charges to be high and not aligned with the benefits I was told I would receive.

Another long-standing frustration has been the FNB app, which reflects different dates for transactions. This creates unnecessary confusion, and I would like clarity on why the transaction dates are inconsistent.

That being said, my current concern is more serious. It appears I lost my bank card around the 7th of August, as that was the last time I recall using it. Since I usually rely on my digital card, I did not notice immediately. Over that weekend, I had only R6 in my account balance, so I did not expect any major changes.

However, on Tuesday, 12th of August, I was shocked to find that my account reflected a negative balance of over R200. Upon reviewing the transactions, I saw that my card had been used at a tollgate in Limpopo. This is highly suspicious, as I do not own a car and have not travelled that route this month. Based on the nature of the charges, it appears the card was used by someone driving a truck.

I immediately contacted the FNB Contact Centre. The agent confirmed that a ***** case was logged under reference number ***, and I was advised to allow 10 working days for resolution. My card was also blocked and cancelled, which I later confirmed through an SMS notification.

What concerns me deeply is that, despite my account having only R6, additional unauthorized transactions still went through. Over the following two days, the *****ulent charges increased, bringing the total amount to R895. I do not understand how transactions were allowed to process on an account with insufficient funds, and why I am now being charged for these unauthorized activities.

To make matters worse, I have since been informed that the ***** review has been finalized and the outcome communicated. However, I have not received any communication regarding this outcome.

I kindly request the following: 1. A clear explanation as to how transactions could be processed when my account balance was only R6.

2. Reversal of the *****ulent charges, as I did not authorize these transactions.

3. Confirmation of the ***** case outcome, communicated directly to me.

4. Clarification on why the app displays different dates for transactions.