Wow, FNB... What a let down! ***** means nothing to them!

I am extremely disappointed with FNB! I have been their loyal customer for years but now I’m afraid I’ll have to find a new bank to bank with. On 31 January 2022, my card got swallowed up in an ATM machine in Roodepoort. I called immediately and was assured by the female consultant that my card was cancelled and I ordered another one. I asked her if the card was really cancelled, she confirmed it was, then she told me to check my balance, of which I did and my balance wasn’t affected. A short while after I hung up, I got an SMS from FNB confirming the cancellation, with a reference number. A few days later, I got the card but couldn’t use it for weeks, if not a month, because it kept saying incorrect pin even though I was using the pin that came with the card. I went to a branch in Horizon and I was assisted to change the pin. I checked at the ATM and the card appeared to be working. However, when I tried to swipe the card at shops, it wouldn’t swipe. It still said incorrect pin. A few more days later, I received an SMS from FNB saying that they are having technical issues in activating my card but will advise once this is done. This process took Weeks, and I have to add, I was never advised when my card was working, I just decided to use it and realized that it was now working. Now, fast-forward to April, months after losing my card at the ATM… yesterday to be precise (20 April 2022), I decide to log into my account in the APP on my cellphone, I see that my account is on a negative balance. I check the reason for this, I see 4 unauthorized transactions for the previous day, 19 April 2022 and it’s the “cancelled” card. The card was used in Tollgates in routes which I was not in. I immediately went to an FNB branch in Centurion Mall and was so shocked at the kind of service I received. An employee, whose name is **** (as I was told) called the ***** department. As we were waiting for the department to answer, he was on WhatsApp the whole time on his phone. Then he got a call from his cellphone and decided to take the call. No apology about this since he was standing with a client, he just left me standing there. I had to call this department and speak to them myself. After his conversation on the phone he had a conversation with someone else, who was not in uniform, at the branch this time. Then after a while, he left the branch with this person. Leaving me, the client there. So I can say, I got zero help from the branch. Secondly, I eventually got through to their ***** department. I was met by an unempathetic, uncaring, unfriendly consultant who told me that they would investigate, which will take about 7-14 working days. I told him that money will be coming into my account soon and this person clearly has my card so what guarantee do I have that more money won’t be taken, the consultant said there’s no guarantee and there’s nothing they can do at the moment, I must just wait for the investigation. The tone in his voice was that of someone who clearly has no passion for their job. He sounded bored. I asked how this happened because I followed procedure, he said he doesn’t have the answers, hence they need to investigate. I take it, I now have to wait until this person takes my whole salary while FNB investigates yet I followed the procedure, I didn’t leave the ATM after the card was swallowed, I called them immediately and probably left after an hour. I was assured that all was well. By the way, I had to ask for his name since he didn’t even introduce himself, he said his name is Clifford. So since they can’t guarantee that the money won’t be taken, how do I allow my salary to go into that account? There’s no sense of urgency with FNB! No apology from them because clearly their system was compromised. I didn’t even get a confirmation of the investigation, so how do I know if there really is an investigation? I had to write the reference number on pen and thereafter no confirmation came. Nor any acknowledgement of my complaint and we are talking about the ***** department. How can such a trusted bank be so chilled with people’s monies? They have really broken my trust! Our money is clearly not safe with them, even though we follow the correct procedure! What is being done with regards to the FICA and POPI act???? I am certain that this is an inside job because when I check my account online, the card in question doesn’t even appear. The ***** department confirmed that the card was cancelled but these transactions went through and no in-contact or SMS came through to my number - but when I use it, I get an in contact. I can’t use my card when it’s on a negative balance, yet this person could use it, why is this? Where is the financial security here? How is FNB really helping us here? Or are they helping us to be ****med?