1 reviews | Active since Oct 2018
Your money is no longer safe with FNB and FNB does not care
Your money is no longer safe with FNB and FNB does not care.
I woke up on the 2nd of May, on a Saturday morning, and saw roughly R23K had been ****** from my account with debit card in my possession. I cannot understand how this is even possible, why did two-factor authentication on the FNB app not trigger? If it had, I could've rejected these *****ulent transactions. What is the point of 2FA if things *****sters can still do this anyway?
I immediately opened a ***** case, it took more than 24 hours to receive a case number (#***), which is now over a week ago, and so far, not a single person from the ***** department has as much as bothered to pick up the phone to give me a status update. In the status tracker, the case still shows as "Acknowledged".
Given that this is clearly an FNB failure and that this is A LOT of money to suddenly lose overnight while you're sleeping, I would've appreciated some sense of urgency but it is clear that FNB does not care.
I do hope the outcome of this is eventually me getting my money back and FNB fixing their failing 2FA because at this point I'm strongly considering switching to a different bank.
She put a hold on my account immediately and instructed me that I can order a new debit card through the app, which I tried repeatedly and it kept failing, with no clear error message. When I went to the bank in person a bit later, the bank teller told me it's because the lady from the ***** department had put my entire account on hold.
I WOULD'VE APPRECIATED BEING TOLD THIS OVER THE PHONE. What a way to make a horrible situation even worse, you could bother to explain these things to your customers over the phone.
She put a hold on my account immediately and instructed me that I can order a new debit card through the app, which I tried repeatedly and it kept failing, with no clear error message. When I went to the bank in person a bit later, the bank teller told me it's because the lady from the ***** department had put my entire account on hold.
I WOULD'VE APPRECIATED BEING TOLD THIS OVER THE PHONE. What a way to make a horrible situation even worse, you could bother to explain these things to your customers over the phone.
I am still waiting for a refund on the 3 *****ulent transactions under case #*** — transactions that occurred due to an FNB system failure.
On Monday, I was contacted by the ***** department, but the call quality was so poor I could barely hear the agent. Despite this, I understood that my refund was confirmed and the case was being escalated. Immediately after that call, my case was closed in the status tracker with no explanation and no resolution.
Today, I was contacted by the Disputes team. After confirming — again — that I did not make these transactions, I was told the case needs to go back to the ***** department. This is the definition of being passed around with no accountability.
To be absolutely clear: these *****ulent transactions happened because of an FNB failure. I was never sent 2FA notifications for any of them. I need to understand why, and I need my money back, NOW.
I am still waiting for a refund on the 3 *****ulent transactions under case #*** — transactions that occurred due to an FNB system failure.
On Monday, I was contacted by the ***** department, but the call quality was so poor I could barely hear the agent. Despite this, I understood that my refund was confirmed and the case was being escalated. Immediately after that call, my case was closed in the status tracker with no explanation and no resolution.
Today, I was contacted by the Disputes team. After confirming — again — that I did not make these transactions, I was told the case needs to go back to the ***** department. This is the definition of being passed around with no accountability.
To be absolutely clear: these *****ulent transactions happened because of an FNB failure. I was never sent 2FA notifications for any of them. I need to understand why, and I need my money back, NOW.