Utterly *********** and Disrespectful- A Disgraceful experience

I recently had a cybercrime incident at work which I promptly reported to our bank, FNB the moment I realized. To say I am extremely disappointed with how the matter was handled by FNB and Boitumelo Mogane from their ***** department is an understatement. Not only was the issue dealt with ***********ly, but I was also treated with a complete lack of respect and empathy throughout the process. When I tried calling there would be no answer and no urgency, the few times she called back she was very abrupt and calls would barely last 18 seconds.

Instead of offering guidance and urgency for a sensitive issue involving ***** and a significant amount, I was met with dismissiveness, delays, and at times, rude communication from Boitumelo Mogane. This kind of attitude is unacceptable, especially in a matter as serious as cybercrime, where time and professionalism are critical. I even tried to ask if there was someone else who could assist me considering Boitumelo Mogane was seemingly unavailable all the time, they kept on referring me back to her. Surely banking as a service could be better and clients could be treated with care.

I expected a duty of care and efficient service, but unfortunately, that was not delivered. Despite FNB being my bankers, I actually got empathetic support and assistance from another bank which was involved. However they could not tell me all the information and would therefore refer me to my investigator, Boitumelo who would not assist or even share any key information with me to know exactly what’s going on. The truth of the matter is that this FNB does not care for clients especially ***** matters and l urge others to exercise caution when dealing with this provider, especially for legal or cybercrime-related services. I am now seeking assistance elsewhere and considering a formal complaint to relevant regulatory bodies. The money was moved to various accounts and Boitumelo could not assist even with basic information being requested by the police to assist in the furtherance of my case. She was rude the whole time.