mJ
michelle J
1 reviews | Active since Feb 2014
31 Mar 2026, 10:29
Unresolved eWallet ***** (***/***) - 90 Days of Silence from FNB Forensics
I am a victim of a SIM swap and OTP theft that occurred on the FNB eWallet USSD platform in January 2026. Despite reporting this immediately and providing SAPS CAS 43/02/2026, FNB has failed to resolve the matter.
I was assigned to investigator Vusi Masuku (***** ***/***) on 02/03/2026, but I have received zero response to my follow-up inquiries.
As the victim, I am being prejudiced by FNB’s internal delays. I require:
A formal status update and a written preliminary report on my case.
Proof of how the OTP theft occurred, as I have been verbally informed my number was "cloned."
Immediate escalation to a manager in Forensic Case Management.
I am entitled to this information under the POPI Act and the Code of Banking Practice. I have been patient for three months, but the lack of communication is now unacceptable.
Investigator: Vusi Masuku
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Replies (1)mJ
michelle J's updateReviewer Update
01 Apr 2026, 13:11FNB ***** Department’s Procedural Delay Prolonging Security Risk – Case ***/***
I have complained regarding a confirmed security breach on my FNB e-wallet profile involving a mobile number hijacking/cloning incident on 27 January 2026.
Following my consultation with the FNB ***** Department, Vusi Masuku, on 31 March 2026, the investigator confirmed that my mobile number was linked to an unauthorized third-party business account and that a transaction of R3,000 was diverted to this third party. It was verbally confirmed that I did not receive these funds.
Despite this confirmation, I am still waiting for the formal Status Letter/Letter of Non-Receipt reflecting these findings. Instead, he now wanted to reroute my complaint to e-wallet whereas e-wallet rerouted this complaint to ***** more than a month ago!!! This back and forth delay is causing me severe prejudice:
I am forced to keep this compromised mobile line active solely to assist in this investigation, despite my device showing clear signs of being remotely accessed by the perpetrator.
My ability to resolve a separate, urgent financial dispute is being blocked because I do not have the bank’s written confirmation of the ***** that FNB has already verbally admitted took place.
I require an official email from the ***** Department stating that the R3,000 transaction was diverted to an unauthorized third party and that I am the victim of a confirmed security compromise.
To ensure a clear evidentiary trail, I require all further communication to be sent strictly via email to ***.
I need formal acknowledgment of this breach so that I can safely decommission this compromised phone and line and secure my personal data as I have already provided all evidence to the SAPS under case number 43/02/2026.
Failure to provide this written confirmation by the close of business today will leave me with no choice but to escalate this entire matter to the Ombud for Banking Services, citing FNB’s failure to protect a customer’s profile and the subsequent delay in providing evidence of a confirmed crime.
I am aware of the internal protocols required for such letters and expect an immediate resolution to prevent further victimization.
mJ
michelle J's update01 Apr 2026, 13:11
Reviewer Update
FNB ***** Department’s Procedural Delay Prolonging Security Risk – Case ***/***
I have complained regarding a confirmed security breach on my FNB e-wallet profile involving a mobile number hijacking/cloning incident on 27 January 2026.
Following my consultation with the FNB ***** Department, Vusi Masuku, on 31 March 2026, the investigator confirmed that my mobile number was linked to an unauthorized third-party business account and that a transaction of R3,000 was diverted to this third party. It was verbally confirmed that I did not receive these funds.
Despite this confirmation, I am still waiting for the formal Status Letter/Letter of Non-Receipt reflecting these findings. Instead, he now wanted to reroute my complaint to e-wallet whereas e-wallet rerouted this complaint to ***** more than a month ago!!! This back and forth delay is causing me severe prejudice:
I am forced to keep this compromised mobile line active solely to assist in this investigation, despite my device showing clear signs of being remotely accessed by the perpetrator.
My ability to resolve a separate, urgent financial dispute is being blocked because I do not have the bank’s written confirmation of the ***** that FNB has already verbally admitted took place.
I require an official email from the ***** Department stating that the R3,000 transaction was diverted to an unauthorized third party and that I am the victim of a confirmed security compromise.
To ensure a clear evidentiary trail, I require all further communication to be sent strictly via email to ***.
I need formal acknowledgment of this breach so that I can safely decommission this compromised phone and line and secure my personal data as I have already provided all evidence to the SAPS under case number 43/02/2026.
Failure to provide this written confirmation by the close of business today will leave me with no choice but to escalate this entire matter to the Ombud for Banking Services, citing FNB’s failure to protect a customer’s profile and the subsequent delay in providing evidence of a confirmed crime.
I am aware of the internal protocols required for such letters and expect an immediate resolution to prevent further victimization.