Unresolved ***** Case!

In December of 2023, I had a break-in at my home and my wallet got ******. So I cancelled my cards, specifically my Credit Card, because the ***** tapped my card earlier in the morning before I realised my wallet was ******.

I never requested a new Credit Card, because I wasn't using my Credit Account at the time. It was fully paid up, with an excess of +-R600 on it. However, when I decided that I wanted to close it, I was told that I would first have to get a new Credit Card before I was able to tranfer the excess funds out of my credit account and ahve it closed. I refused the card, because I wasn't going to be using it, only to find out a few days later that one was issued anyway when they tried to deliver it.

I refused the delivery and never signed for the new card, but was now able to transfer out my excess funds and request the closeure of the account. I received official confirmation via e-mail from FNB on 13/05/2024 that my Credit Account has been successfully closed. Of course, I assumed all was well and went about my life.

I logged into my account approximately two weeks later and observed that my Credit Account was still active and had incurred a negative balance of R-513. Upon reviewing the transaction history of my credit account, I discovered multiple *****ulent transactions, all dated May 17, 2024. This should be impossible as the account was confirmed closed on May 13, 2024 by FNB and the balance was on R0.00, which means that those transactions should have declined.

I immediatly reported what I found and was promised that a ***** case will be opened. It's almost 3 months later and nothing has been done, apart from having been sent in circles. I'm absolutely furious! Because the phone me weekly to harass me about my Credit Account being in arrears, yet they don't apply the same due diligence when the fault lies on their side.

I want this sorted ASAP and in the meantime, I'll be taking my business to another bank, because as everyone else has been saying, not only is FNB expensive, but they have the absolute worst customer service!!!

***** Case Reference Number: ***