Unfair and unprofessional conduct by FNB Card ***** department

I am a victim of card ***** that happened last year 24/11/2023. I then opened a case with FNB card ***** department as soon as I re-gained consciousness and realised my card is missing. I have a dispute with FNB as it's clear my case was never thoroughly investigated, and I feel discriminated against. I am constantly in contact with the SAPS investigating officer, and he has confirmed to me that none of the so-called investigating officers from FNB reached out to him. I am not surprised, since for the entire life span of the so-called investigations, I was the one making the follow-ups for over 6 weeks and getting different excuses every time, when I enquire about the case. Strange enough the letter that I received yesterday (2024/01/24) from FNB is dated 2023/12/19. I wonder why it was never sent to me after FNB reached their premature decision.

On their outcome letter, FNB stated the following three points as facts and reasons to reject my request to have my money refunded:

1. “This card is PIN and Chip based - the card was in your possession and the PIN (Personal Identity Number) is known to the cardholder exclusively”.

My response: Yes, the pin was known to me! But clearly you ignored all the evidence that I provided to the police surrounding the conditions under which I lost my card. What evidence do you have to substantiate this bold and frivolous claim?

2. “This case could not be linked to any other reported ***** cases and also does not form part of the normal "modus operandi" of *****sters operating with cloned cards”.

My response: I never mentioned anything about cloned cards in all my statements with you or the police! Where do you get this idea and why is it relevant here?

3. “The transaction/s occurred in the area where you normally transact, and no further attempts were made from your account up until the card was cancelled”.

My response: It’s clear as day light that your response was thump sucked, no thought went into it. There was no effort at all to try and look at the facts that were readily available to anyone who claims to be a competent investigating officer! What evidence do you have to substantiate this statement?