Will FNB assist you when your card is cloned? *NO*

On 15 may 2024 I bought R1300 odd from SPAR in Marble Hall. After arriving home I found that someone ordered a rental car in Dubai on my card. I immediately made contact with fnb ***** devision, these transactions disappeared from my statement very quickly, not reversed, just disappeared, including the transaction at Marble Hall Spar. My card was stopped immediately. Very helpful lady from fnb who assisted me After a few days these transactions magically appeared again, and I got this reply from fnb

Dear MR RAYMOND LE ROUX

Please be aware that we are unable to process your dispute due to the outstanding Communication with Merchant/Service provider:

EMPIRE CAR RENTAL N 14,764.11

EMPIRE CAR RENTAL N 15,329.98

EMPIRE CAR RENTAL N 15,381.43

Please be advised the Bank’s process with regards to the above is governed by “VISA/MasterCard” According to VISA/MasterCard requirements, the cardholder is required to contact the merchant first to try and resolve prior to the Bank getting involved. Kindly contact the merchant to inquire about the refund for the amount that was charged to the credit card. Please retain all evidence of recent communication with the merchant in your attempt to resolve the dispute and that you requested a refund for the funds which was debited from your account.

Proof that client tried to resolve with merchant Proof of cancellation Terms and conditions of merchant Proof of refund slip / acknowledgement of refund Proof of purchase / invoice / booking confirmation / rental agreement

So it seems if someone uses your detail, its up to you to do the banks job

I spoke to Empire Car in Sasolburg, they confirmed that is was not them, I also made contact with a Empire Car in Dubai and they confirmed the same. The person in charge at the Dubai office actually called me, more than what I can say for fnb

I've since reported the transactions again, and got an automated response. I alse sent the correspondence from both empire car to fnb

So fnb, so much for security.