Unhappy Client

<p>I have been an FNB Client since 2002 bar this particular complaint, I have been a happy client.</p> <p>In August 2015, I think I became a victim of identity theft. These ********** have mainly targeted my FNB account / online profile. I have co-operated with the bank and reported the many ********** activities, however, there is no resolution to my problem.</p> <p>I reported to fnb ***** online when the incident happened but to date i have not been informed of the outcome.</p> <p>On or about 28 October 2015 to date, the ********** struck when they telephoned the fnb call centre and posing as me canceled my credit card and ordered a new card. CCD COURIERS acting on behalf of Fnb however, located me and I told them that even though I had not reported my card lost, they must deliver same at my branch. Between January 2016 to date the ********* has managed to cancel my cheque and credit cards and order new cards on at least six occassions.</p> <p>This is despite the fact that I told FNB to not act on any telephonic instructions on my account. On the 3RD July 2016, the same thing happened, I complained but nothing happened. I personally went into the branch the following day and ordered new cards because the ********** had also cancelled the credit card.</p> <p> </p> <p>Approximately two weeks ago i took delivery of my cheque and credit cards. Guess what yesterday, 14th July 2016 at 07:42 the ********** once again phoned FNB cheque card call centre and once again cancelled my cheque card, i went through the whole process of complaining, going into my branch and writing emails.</p> <p>FNB is not protecting and I am afraid that one day, these people are going to succeed in obtaining a card and then de*****ing me. My instructions is being ignored that the bank must not act on telephonic instructions until verified personally at my branch.</p> <p>After yesterday's incident i telephoned a lady at the FNB ***** department who i thought is assisting me, Later i went into my branch and when the consultant phoned her to enquire why the call centre agents were ignoring my specific instructions and not reading my profile, I was astounded to hear this lady whom I thought had my best interest at heart say that call centre agents are not allowed to spend longer than 1 minute on a call, therefore they do not have to read my profile before canceling my cards.</p> <p>With each ********** cancellation and issuing of a new card, it is me who suffers loss. I have previously been informed that my case is being escalated but this appears to be a lie. On the 6TH July 2016, after receiving an sms from the courier that they would deliver my card on the 7TH JULY 2016, I was angry and shocked, what why was a card being delivered and which card was being delivered? i had already received replacement cards which i needed because of FNB not sufficiently protecting me. I telephoned the courier company to cancel the delivery which was not the first time i have been forced to do. I phoned this lady at the ***** department, forwarded her the sms and also gave her the contact details of the police officer who is dealing with my case emanating from the August 2015 incident.</p> <p>This police officer has requested that when fnb through their courier go to make a delivery to these **********, he must be contacted, this is why i gave this lady in the ***** department the contact details of the detective but it appears i was just wasting my time.</p> <p>It seems to me that FNB waiting for these ********** to succeed in their mission. I thought FNB has a risk department, who would pick up on this, does the bank not red flag a client who losses his cards at the rate it has happened to me and start asking questions? or they are just happy to be making me pay for the new cards each time the ********** cancel cards in my possession and order new cards? </p>