URGENT: ***** Case Mismanagement and Delayed Resolution – Immediate Response Required

I was sold a *****ulent phone, and upon discovering this, I immediately reported the case to FNB. I was advised to obtain an affidavit and a police case number, which I did without delay. I submitted all the requested documents, including the receipt and details of the *****ulent individual.

Since then, I have been in continuous contact with FNB. I was repeatedly informed that the *****ster’s bank (Capitec) had not yet responded, although I was assured that the account had been frozen. It has now been over two months, and no resolution has been provided.

Every attempt to follow up through the ***** line has resulted in the same response: that the case will be escalated or that the detective will contact me. Despite this, I have received no email responses and no return calls from the assigned detective. At the outset, I was explicitly informed that the process would take between 16 and 30 days, yet this timeframe has long been exceeded with no communication or update.

I was later informed by an FNB representative that my funds could not be refunded because the *****ster had already withdrawn the money. This explanation is deeply concerning and contradictory. Immediately after I reported the incident, I received a message from the *****ster stating that his account had been frozen and that the funds I transferred were no longer accessible. This raises a serious question: how could the funds later become unavailable if the account was indeed frozen?

This strongly suggests a lack of proper follow-up between FNB and the *****ster’s bank, Capitec, which may have resulted in the account being unfrozen and the funds being released. For nearly three months, there has been no effective follow-up, no responses to my emails, and no accountability, despite earlier confirmation that both the funds and the *****ster’s account were frozen.

Being told now that the funds are “gone” is unacceptable, unfair, and highly unprofessional. This experience has significantly undermined my trust in FNB’s ***** handling process. I acted immediately, comp**** with all requirements, and followed every instruction given to me, yet I am being penalised for delays and inaction beyond my control.

I am requesting that FNB take responsibility for this matter, conduct a proper investigation, and urgently facilitate the refund of my funds.