GF
Gerald F
1 reviews | Active since Nov 2010
27 Feb 2024, 12:48
Urgent Attention Required - *****ulent Transactions and Lack of Support
Urgent Attention Required - *****ulent Transactions and Lack of Support
Dear Sir/Madam,
I am writing to express my profound dissatisfaction and concern regarding a series of unauthorized transactions on my credit card and the subsequent lack of support from First National Bank (FNB). Despite my immediate and repeated attempts to resolve this issue through various channels, I have encountered significant challenges in obtaining assistance and safeguarding my financial security.
On January 14, 2024, while traveling in New Zealand, I discovered that my credit card had been *****ulently used approximately 33 times for small transactions in Pesaro, Italy. I promptly notified my private banker via email and reported these unauthorized transactions through the FNB app. Expecting a swift response and resolution, I was met with silence and inaccessibility.
Throughout the month, I have made several attempts to contact my private banker without success, neither through phone calls nor emails. Additionally, I utilized the FNB App Secure Chat feature on numerous occasions to report the *****ulent activity and seek updates, only to be left without meaningful progress. A visit to an FNB branch in Constantia Kloof also failed to yield the assistance I urgently required.
Furthermore, I have experienced considerable difficulty in reaching the FNB ***** team, having spent upwards of 40 minutes on hold during calls without connecting to a representative. As a result of this situation, my credit card has been blocked, leaving me in a state of financial limbo without clarity on whether my card will be replaced or when the *****ulent transactions will be reversed and my funds restored.
The absence of communication and tangible support from FNB is alarming and contrasts sharply with the efficient and reliable service I have previously associated with your institution. This experience has significantly eroded my trust and confidence in FNB's ability to protect and support its customers in times of need.
I urgently request that a dedicated representative contact me at [Your Phone Number] to discuss the resolution of this issue. I need to know when my account will be accessible again, whether a new credit card will be issued, and the timeline for the reversal of the *****ulent transactions. It is imperative that I speak with a real person who can provide clear answers and guide me through the resolution process.
Please treat this matter with the urgency and seriousness it deserves. I look forward to your prompt response and resolution of this distressing situation.
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Replies (3)GF
Furthermore, I must express my disappointment in the communication and response time from my private banker and the bank itself since becoming aware of these unauthorized transactions. Immediate and clear communication is crucial in such situations to prevent further distress and financial harm. This is been ongoing for more than a month now and this is the first communication that I've received from the bank relating to this!
I am not satisfied with the explanation provided regarding the security breach and the subsequent unauthorized transactions made in my name. The notion that a Virtual Card was used without my approval, and the significant sum of money that was taken from my account without my consent, raises serious concerns about internal security measures and the potential for an inside job. It is alarming and utterly unacceptable that a prestigious institution like FNB could experience such a significant lapse in security protocols.
Given the gravity of this situation and the unsatisfactory response received thus far, I am considering opening a case against FNB at the South African Police Service for further investigation. It is imperative to ascertain how these *****ulent activities occurred under the watch of FNB and to ensure that those responsible are held accountable. The possibility of an internal compromise cannot be overlooked, and it is crucial that a thorough investigation is conducted to prevent a recurrence of such an incident.
I urge FNB to take this matter seriously and to provide the necessary support and cooperation with any forthcoming investigations. My trust in FNB's ability to safeguard my financial assets has been severely shaken, and it is only through transparent, decisive action that it can be restored.
I look forward to your prompt response and a detailed explanation of the above concerns. Please let me know the best course of action to secure my account, obtain a new credit card, and ensure such a breach of security does not happen again.
Thank you for your attention to these matters. I hope we can resolve this issue swiftly and satisfactorily.
Gerald F's updateReviewer Update
01 Mar 2024, 13:48 Dear Mr Gerald Ferreira,
We refer to your recent enquiry regarding the disputed transaction/s on your account.
FNB wishes to express its deepest regret that you fell victim to *****, as well as for any distress you may have suffered as a result.
Please note that the ***** team has reviewed the case and considered all the facts in reaching a final decision to not refund the disputed amount as the transactions were secure transactions done with the linked device.
The transactions were done via FNB digital wallet, FNB Digital Wallet is a smart device -based payment service that allows the customer to make purchases by utilizing the Contactless Card functionality through the registered/linked device. Only one OTP/SmartIncontact is required to link a device., further transactions will not require an OTP as transactions are done via digital wallet/contactless card.
The card was linked to the *****ulent device on 09 January 2024 and was approved by OTP/SmartIncontact
We hope the above information helps to clarify how the banking details were compromised, and how the *****ulent transactions were processed.
Please note there are various ways that ****mers may obtain card information for example through sending phishing SMSs/ emails with a link and the cardholder will unwittingly approve the card linkage thinking the request is from a legitimate merchant and that how the card details are compromised.
We do recognize the fact that you are a valued client and we have referred your claim to the management to consider goodwill refund from the relationship perspective.
We sincerely regret any inconvenience caused.
Yours sincerely,
James
FNB CARD ***** | FNB PREMIER
FNB Place, 7th Floor, 30 Diagonal Street, Johannesburg, 2113
I am writing in response to your letter regarding the *****ulent transactions on my account. First and foremost, I appreciate FNB's efforts in investigating this matter. However, after reviewing your findings and considering the circumstances, I have several unresolved questions and concerns that I believe warrant further examination:
We refer to your recent enquiry regarding the disputed transaction/s on your account.
FNB wishes to express its deepest regret that you fell victim to *****, as well as for any distress you may have suffered as a result.
Please note that the ***** team has reviewed the case and considered all the facts in reaching a final decision to not refund the disputed amount as the transactions were secure transactions done with the linked device.
The transactions were done via FNB digital wallet, FNB Digital Wallet is a smart device -based payment service that allows the customer to make purchases by utilizing the Contactless Card functionality through the registered/linked device. Only one OTP/SmartIncontact is required to link a device., further transactions will not require an OTP as transactions are done via digital wallet/contactless card.
The card was linked to the *****ulent device on 09 January 2024 and was approved by OTP/SmartIncontact
We hope the above information helps to clarify how the banking details were compromised, and how the *****ulent transactions were processed.
Please note there are various ways that ****mers may obtain card information for example through sending phishing SMSs/ emails with a link and the cardholder will unwittingly approve the card linkage thinking the request is from a legitimate merchant and that how the card details are compromised.
We do recognize the fact that you are a valued client and we have referred your claim to the management to consider goodwill refund from the relationship perspective.
We sincerely regret any inconvenience caused.
Yours sincerely,
James
FNB CARD ***** | FNB PREMIER
FNB Place, 7th Floor, 30 Diagonal Street, Johannesburg, 2113
I am writing in response to your letter regarding the *****ulent transactions on my account. First and foremost, I appreciate FNB's efforts in investigating this matter. However, after reviewing your findings and considering the circumstances, I have several unresolved questions and concerns that I believe warrant further examination:
- Geographical Anomalies: Given that I am a South African citizen, and permanently located in South Africa and that I was in New Zealand on holiday at the time of these transactions in Italy, why did the bank's security systems not flag these transactions as suspicious due to the geographical anomaly? (How can I physically use my Card in New Zealand and in Italy at the same time? This is virtually impossible!)
- Transaction Approval Process: Why did these transactions not require my approval through the usual channels (OTP/SmartIncontact), especially considering they were conducted in a different country?
- Virtual Card Inquiry: I have noticed that there are no virtual cards listed in my profile, and my smartphone, which could potentially host a digital wallet, was with me in New Zealand. How was it possible for a *****ulent device to conduct transactions without being listed on my profile?
- Access to Sensitive Information: How could the ****mer have possibly obtained my credit card's CCV number along with other necessary details to make these transactions?
- ***** Protection Measures: What measures does the bank have in place to protect customers from such *****ulent transactions, especially in cases where the card is not physically presented?
- Contactless Payment Limits: How and when did I approve any limits on contactless payments, and why were these limits not enforced to prevent such a high volume of *****ulent transactions? Why is contactless payments even allowed in countries outside the border of South Africa?
- System and Protocol Failures: Can the bank provide a detailed explanation of why its ***** detection systems failed to identify and prevent these *****ulent transactions?
- Future Protection: What steps is the bank taking to enhance security measures for my account and others to prevent such incidents in the future?
- Resolution Process: Given the circumstances and evidence that I was not in the country where the transactions occurred, how will the bank reassess my case for a potential refund?
- Support and Assistance: What immediate support and assistance can the bank offer to help me recover from the financial and emotional distress caused by this *****?
Furthermore, I must express my disappointment in the communication and response time from my private banker and the bank itself since becoming aware of these unauthorized transactions. Immediate and clear communication is crucial in such situations to prevent further distress and financial harm. This is been ongoing for more than a month now and this is the first communication that I've received from the bank relating to this!
I am not satisfied with the explanation provided regarding the security breach and the subsequent unauthorized transactions made in my name. The notion that a Virtual Card was used without my approval, and the significant sum of money that was taken from my account without my consent, raises serious concerns about internal security measures and the potential for an inside job. It is alarming and utterly unacceptable that a prestigious institution like FNB could experience such a significant lapse in security protocols.
Given the gravity of this situation and the unsatisfactory response received thus far, I am considering opening a case against FNB at the South African Police Service for further investigation. It is imperative to ascertain how these *****ulent activities occurred under the watch of FNB and to ensure that those responsible are held accountable. The possibility of an internal compromise cannot be overlooked, and it is crucial that a thorough investigation is conducted to prevent a recurrence of such an incident.
I urge FNB to take this matter seriously and to provide the necessary support and cooperation with any forthcoming investigations. My trust in FNB's ability to safeguard my financial assets has been severely shaken, and it is only through transparent, decisive action that it can be restored.
I look forward to your prompt response and a detailed explanation of the above concerns. Please let me know the best course of action to secure my account, obtain a new credit card, and ensure such a breach of security does not happen again.
Thank you for your attention to these matters. I hope we can resolve this issue swiftly and satisfactorily.
GF
Gerald F's update01 Mar 2024, 13:48
Reviewer Update
Dear Mr Gerald Ferreira,
We refer to your recent enquiry regarding the disputed transaction/s on your account.
FNB wishes to express its deepest regret that you fell victim to *****, as well as for any distress you may have suffered as a result.
Please note that the ***** team has reviewed the case and considered all the facts in reaching a final decision to not refund the disputed amount as the transactions were secure transactions done with the linked device.
The transactions were done via FNB digital wallet, FNB Digital Wallet is a smart device -based payment service that allows the customer to make purchases by utilizing the Contactless Card functionality through the registered/linked device. Only one OTP/SmartIncontact is required to link a device., further transactions will not require an OTP as transactions are done via digital wallet/contactless card.
The card was linked to the *****ulent device on 09 January 2024 and was approved by OTP/SmartIncontact
We hope the above information helps to clarify how the banking details were compromised, and how the *****ulent transactions were processed.
Please note there are various ways that ****mers may obtain card information for example through sending phishing SMSs/ emails with a link and the cardholder will unwittingly approve the card linkage thinking the request is from a legitimate merchant and that how the card details are compromised.
We do recognize the fact that you are a valued client and we have referred your claim to the management to consider goodwill refund from the relationship perspective.
We sincerely regret any inconvenience caused.
Yours sincerely,
James
FNB CARD ***** | FNB PREMIER
FNB Place, 7th Floor, 30 Diagonal Street, Johannesburg, 2113
I am writing in response to your letter regarding the *****ulent transactions on my account. First and foremost, I appreciate FNB's efforts in investigating this matter. However, after reviewing your findings and considering the circumstances, I have several unresolved questions and concerns that I believe warrant further examination:
We refer to your recent enquiry regarding the disputed transaction/s on your account.
FNB wishes to express its deepest regret that you fell victim to *****, as well as for any distress you may have suffered as a result.
Please note that the ***** team has reviewed the case and considered all the facts in reaching a final decision to not refund the disputed amount as the transactions were secure transactions done with the linked device.
The transactions were done via FNB digital wallet, FNB Digital Wallet is a smart device -based payment service that allows the customer to make purchases by utilizing the Contactless Card functionality through the registered/linked device. Only one OTP/SmartIncontact is required to link a device., further transactions will not require an OTP as transactions are done via digital wallet/contactless card.
The card was linked to the *****ulent device on 09 January 2024 and was approved by OTP/SmartIncontact
We hope the above information helps to clarify how the banking details were compromised, and how the *****ulent transactions were processed.
Please note there are various ways that ****mers may obtain card information for example through sending phishing SMSs/ emails with a link and the cardholder will unwittingly approve the card linkage thinking the request is from a legitimate merchant and that how the card details are compromised.
We do recognize the fact that you are a valued client and we have referred your claim to the management to consider goodwill refund from the relationship perspective.
We sincerely regret any inconvenience caused.
Yours sincerely,
James
FNB CARD ***** | FNB PREMIER
FNB Place, 7th Floor, 30 Diagonal Street, Johannesburg, 2113
I am writing in response to your letter regarding the *****ulent transactions on my account. First and foremost, I appreciate FNB's efforts in investigating this matter. However, after reviewing your findings and considering the circumstances, I have several unresolved questions and concerns that I believe warrant further examination:
- Geographical Anomalies: Given that I am a South African citizen, and permanently located in South Africa and that I was in New Zealand on holiday at the time of these transactions in Italy, why did the bank's security systems not flag these transactions as suspicious due to the geographical anomaly? (How can I physically use my Card in New Zealand and in Italy at the same time? This is virtually impossible!)
- Transaction Approval Process: Why did these transactions not require my approval through the usual channels (OTP/SmartIncontact), especially considering they were conducted in a different country?
- Virtual Card Inquiry: I have noticed that there are no virtual cards listed in my profile, and my smartphone, which could potentially host a digital wallet, was with me in New Zealand. How was it possible for a *****ulent device to conduct transactions without being listed on my profile?
- Access to Sensitive Information: How could the ****mer have possibly obtained my credit card's CCV number along with other necessary details to make these transactions?
- ***** Protection Measures: What measures does the bank have in place to protect customers from such *****ulent transactions, especially in cases where the card is not physically presented?
- Contactless Payment Limits: How and when did I approve any limits on contactless payments, and why were these limits not enforced to prevent such a high volume of *****ulent transactions? Why is contactless payments even allowed in countries outside the border of South Africa?
- System and Protocol Failures: Can the bank provide a detailed explanation of why its ***** detection systems failed to identify and prevent these *****ulent transactions?
- Future Protection: What steps is the bank taking to enhance security measures for my account and others to prevent such incidents in the future?
- Resolution Process: Given the circumstances and evidence that I was not in the country where the transactions occurred, how will the bank reassess my case for a potential refund?
- Support and Assistance: What immediate support and assistance can the bank offer to help me recover from the financial and emotional distress caused by this *****?
Furthermore, I must express my disappointment in the communication and response time from my private banker and the bank itself since becoming aware of these unauthorized transactions. Immediate and clear communication is crucial in such situations to prevent further distress and financial harm. This is been ongoing for more than a month now and this is the first communication that I've received from the bank relating to this!
I am not satisfied with the explanation provided regarding the security breach and the subsequent unauthorized transactions made in my name. The notion that a Virtual Card was used without my approval, and the significant sum of money that was taken from my account without my consent, raises serious concerns about internal security measures and the potential for an inside job. It is alarming and utterly unacceptable that a prestigious institution like FNB could experience such a significant lapse in security protocols.
Given the gravity of this situation and the unsatisfactory response received thus far, I am considering opening a case against FNB at the South African Police Service for further investigation. It is imperative to ascertain how these *****ulent activities occurred under the watch of FNB and to ensure that those responsible are held accountable. The possibility of an internal compromise cannot be overlooked, and it is crucial that a thorough investigation is conducted to prevent a recurrence of such an incident.
I urge FNB to take this matter seriously and to provide the necessary support and cooperation with any forthcoming investigations. My trust in FNB's ability to safeguard my financial assets has been severely shaken, and it is only through transparent, decisive action that it can be restored.
I look forward to your prompt response and a detailed explanation of the above concerns. Please let me know the best course of action to secure my account, obtain a new credit card, and ensure such a breach of security does not happen again.
Thank you for your attention to these matters. I hope we can resolve this issue swiftly and satisfactorily.
GF
Gerald F's updateReviewer Update
05 Mar 2024, 15:52Did you forget about me?
Still no feedback?
Still I haven't received a New Card, or don't know if my old card works or not?
Still cannot transact with my account - Transferring money out of the account etc.?
Still my Private Banker has not contacted me yet?
Still no feedback?
Still I haven't received a New Card, or don't know if my old card works or not?
Still cannot transact with my account - Transferring money out of the account etc.?
Still my Private Banker has not contacted me yet?
GF
Gerald F's update05 Mar 2024, 15:52
Reviewer Update
Did you forget about me?
Still no feedback?
Still I haven't received a New Card, or don't know if my old card works or not?
Still cannot transact with my account - Transferring money out of the account etc.?
Still my Private Banker has not contacted me yet?
Still no feedback?
Still I haven't received a New Card, or don't know if my old card works or not?
Still cannot transact with my account - Transferring money out of the account etc.?
Still my Private Banker has not contacted me yet?
GF
Mr. Dhamu Patel, Ntombi Moremi, James
Customer Experience Head
Retail Service Recovery
FNB Retail Segment
5th Floor, 5 First Place
FNB Bank City, Simmonds Street
Johannesburg, 2000
Email: ***
Web: www.fnb.co.za
Dear Mr. Patel, Ms. Moremi, and James,
I hope this letter finds you well, enjoying the seamless and efficient services one would expect from a prestigious institution like FNB. As I sit here, reminiscing about the days when I, too, enjoyed such services, I cannot help but marvel at the current situation I find myself in.
It has now been over a month - edging into the second, to be precise - since I first reported the rather adventurous escapades of my supposedly secure funds wandering off into the ether (or more accurately, into transactions I never authorized). During this time, I've had the pleasure of experiencing what could only be described as a masterclass in patience, given the lack of response, resolution, or even a simple acknowledgment of my growing collection of concerns.
In a world where time flies, it seems the passage of time within the walls of FNB's customer service department has taken a more leisurely pace. Six days have passed since my last correspondence, and yet, the silence is deafening. No answers, no solutions, not even the whisper of a new bank card fluttering through my mailbox. It begs the question - is this the exclusive VIP treatment, or has my case perhaps been relegated to the depths of the Bermuda Triangle?
Jokes aside, one cannot help but ponder - would you, esteemed members of FNB's leadership, find such a level of service acceptable if the roles were reversed? Would the irony of a financial institution's communication resembling a one-sided conversation in an empty room tickle your fancy, or perhaps, would it prompt you to take action?
It leads me to wonder if perhaps my next course of action should involve a broader audience. Should the tale of this Kafkaesque banking experience be shared with the vibrant communities on Social Media, the ever-curious eyes of Media agencies, or maybe even take a more official route via the South African Police Service? Guidance on this would be much appreciated, as navigating customer service seems to have become a quest of mythical proportions.
In all seriousness, the issues at hand are not just about the inconvenience of a "paperweight" credit card or the mysterious disappearance of funds. It's about trust, security, and the expectation that when things go wrong, there will be a swift, transparent, and effective resolution process in place. It's about knowing that my financial institution values its customers enough to engage with them, address their concerns, and work tirelessly to rectify mistakes.
I sincerely hope this letter serves as a catalyst for action. I look forward to a prompt response, a detailed explanation, and most importantly, a resolution that reinstates my faith in FNB.
Yours in anticipation of a banking miracle,
Gerald Ferreira
Gerald F's updateReviewer Update
20 Mar 2024, 12:07Mr. Dhamu Patel, Ntombi Moremi, James
Customer Experience Head
Retail Service Recovery
FNB Retail Segment
5th Floor, 5 First Place
FNB Bank City, Simmonds Street
Johannesburg, 2000
Email: ***
Web: www.fnb.co.za
Dear Mr. Patel, Ms. Moremi, and James,
I hope this letter finds you well, enjoying the seamless and efficient services one would expect from a prestigious institution like FNB. As I sit here, reminiscing about the days when I, too, enjoyed such services, I cannot help but marvel at the current situation I find myself in.
It has now been over a month - edging into the second, to be precise - since I first reported the rather adventurous escapades of my supposedly secure funds wandering off into the ether (or more accurately, into transactions I never authorized). During this time, I've had the pleasure of experiencing what could only be described as a masterclass in patience, given the lack of response, resolution, or even a simple acknowledgment of my growing collection of concerns.
In a world where time flies, it seems the passage of time within the walls of FNB's customer service department has taken a more leisurely pace. Six days have passed since my last correspondence, and yet, the silence is deafening. No answers, no solutions, not even the whisper of a new bank card fluttering through my mailbox. It begs the question - is this the exclusive VIP treatment, or has my case perhaps been relegated to the depths of the Bermuda Triangle?
Jokes aside, one cannot help but ponder - would you, esteemed members of FNB's leadership, find such a level of service acceptable if the roles were reversed? Would the irony of a financial institution's communication resembling a one-sided conversation in an empty room tickle your fancy, or perhaps, would it prompt you to take action?
It leads me to wonder if perhaps my next course of action should involve a broader audience. Should the tale of this Kafkaesque banking experience be shared with the vibrant communities on Social Media, the ever-curious eyes of Media agencies, or maybe even take a more official route via the South African Police Service? Guidance on this would be much appreciated, as navigating customer service seems to have become a quest of mythical proportions.
In all seriousness, the issues at hand are not just about the inconvenience of a "paperweight" credit card or the mysterious disappearance of funds. It's about trust, security, and the expectation that when things go wrong, there will be a swift, transparent, and effective resolution process in place. It's about knowing that my financial institution values its customers enough to engage with them, address their concerns, and work tirelessly to rectify mistakes.
I sincerely hope this letter serves as a catalyst for action. I look forward to a prompt response, a detailed explanation, and most importantly, a resolution that reinstates my faith in FNB.
Yours in anticipation of a banking miracle,
Gerald Ferreira
GF
Gerald F's update20 Mar 2024, 12:07
Reviewer Update
Mr. Dhamu Patel, Ntombi Moremi, James
Customer Experience Head
Retail Service Recovery
FNB Retail Segment
5th Floor, 5 First Place
FNB Bank City, Simmonds Street
Johannesburg, 2000
Email: ***
Web: www.fnb.co.za
Dear Mr. Patel, Ms. Moremi, and James,
I hope this letter finds you well, enjoying the seamless and efficient services one would expect from a prestigious institution like FNB. As I sit here, reminiscing about the days when I, too, enjoyed such services, I cannot help but marvel at the current situation I find myself in.
It has now been over a month - edging into the second, to be precise - since I first reported the rather adventurous escapades of my supposedly secure funds wandering off into the ether (or more accurately, into transactions I never authorized). During this time, I've had the pleasure of experiencing what could only be described as a masterclass in patience, given the lack of response, resolution, or even a simple acknowledgment of my growing collection of concerns.
In a world where time flies, it seems the passage of time within the walls of FNB's customer service department has taken a more leisurely pace. Six days have passed since my last correspondence, and yet, the silence is deafening. No answers, no solutions, not even the whisper of a new bank card fluttering through my mailbox. It begs the question - is this the exclusive VIP treatment, or has my case perhaps been relegated to the depths of the Bermuda Triangle?
Jokes aside, one cannot help but ponder - would you, esteemed members of FNB's leadership, find such a level of service acceptable if the roles were reversed? Would the irony of a financial institution's communication resembling a one-sided conversation in an empty room tickle your fancy, or perhaps, would it prompt you to take action?
It leads me to wonder if perhaps my next course of action should involve a broader audience. Should the tale of this Kafkaesque banking experience be shared with the vibrant communities on Social Media, the ever-curious eyes of Media agencies, or maybe even take a more official route via the South African Police Service? Guidance on this would be much appreciated, as navigating customer service seems to have become a quest of mythical proportions.
In all seriousness, the issues at hand are not just about the inconvenience of a "paperweight" credit card or the mysterious disappearance of funds. It's about trust, security, and the expectation that when things go wrong, there will be a swift, transparent, and effective resolution process in place. It's about knowing that my financial institution values its customers enough to engage with them, address their concerns, and work tirelessly to rectify mistakes.
I sincerely hope this letter serves as a catalyst for action. I look forward to a prompt response, a detailed explanation, and most importantly, a resolution that reinstates my faith in FNB.
Yours in anticipation of a banking miracle,
Gerald Ferreira