Yet another disappointing experience with FNB
Dispute ***NFQ
To Whom it may concern
I am a once loyal and happy customer, however over the last 12 months I am bitterly disappointed in FNB's service, on more than one occasion. In the body of this email, I am only mentioning one of the issues that I need you to resolve.
On 26 May, I made a payment to my gardener and domestic worker via E-Wallet of R1 300 (cell phone number ***). On the 27th of May they attempted to withdraw the cash twice, and was unsuccessful (see attached ATM response). They went to FNB branch Randpark Ridge and were told to fill out a ATM/ADT Claim form, which was received and processed by employee number F***. After receiving no response from the bank, I called on their behalf to lodge a dispute on 1 June with Ref ***NFQ. They received an sms suggesting that they would be contacted by a consultant within 24-48h; however the only feedback they received was via sms on 2 June stating that they had begun with the investigation and that they would be given feedback within 3-6days.
After receiving no feedback, I followed up on 8 June and again 22 June, however not getting any feedback other than that the cash was withdrawn.
I understand that the cash was withdrawn, but according to my workers, it was not them. Therefore I expect FNB to investigate the ATM it was withdrawn from as well as accessing CCTV to confirm who withdrew it, in order to determine whether someone else had intercepted the transaction somehow.
I do not care who has withdrawn the money, but I am obliged to believe my workers' word, because they are loyal, honest, and have never given me any indication to not believe their word.
If the only response FNB is willing to give me is "the funds have been withdrawn" then I find it unacceptable, because I have no evidence of from which ATM it was withdrawn, nor any CCTV evidence of who has withdrawn it.
I also find it unacceptable that FNB cannot make any outbound calls during Lockdown, because they promise to give us feedback, and do not keep their word. Furthermore when calling and speaking to a consultant and the call is dropped, how am I supposed to get in contact with the same consultant, which means I need to again explain the whole situation with another consultant.
Please contact me on *** to provide me with feedback.
WH van Lingen *** ***