***** CASE REJECTED

On 6 August 2023 I went to the FNB Strand branch to draw money at the atm. When I inserted my card into the machine it got stuck. I immediately pressed cancel put nothing happened. I tried to get into my banking app to try and cancel my card because I thought that will be the fastest way, but the network was very slow, and I battled to get it. The next moment a sms came through that money was withdrawn and just after that a purchase was made by a liquor store in the same shopping complex. I managed to cancel my card and then tried to phone the call centre but the network was very slow. I eventually got hold of the call centre and the person on the other side of the line just said there is nothing that he can do but to suspend my account - which was already done by myself. The security guard that are supposed to be around was in the FNB building not outside as always.

One also needs to understand in a situation like this one often do not think of the policy and procedures of a bank but you do everything possible to try and stop money to be withdrawn from your account. My biggest mistake ever.

Bank's Internal communication: Brief description of outcome The above findings remain inconclusive as to whether Mr Cloete compromised his card and card details at the point of interaction at an ATM. The successful PIN attempts with the card present at the point of transaction for the disputed amounts with no PIN failure attempts, contradicts his statement that he did not input his card details at the ATM, did not receive assistance and acted accordingly to cancel his card and report the incident. - So what they basically say is that they think that I am lying.

Letter to myself from old mutual: In terms of Part B, Section 4 of your Old Mutual Money Account Terms and Conditions, you were required to immediately notify the Service Centre, or your nearest branch, of any suspected *****, theft or financial loss. I have attached a copy of the Old Mutual Money Account Terms and Conditions for ease of reference. By taking the above into account, we can unfortunately not accept liability for the transactions in question.

Just wondering if a proper investigation was done. If it was, I am sure that they would have contacted FNB to see if my card was in the machine as I have claimed and secondly, they most definitely would have looked at CCV footage. and realized that I could not have been at two places at the same time, they could have seen if I got assistance from someone etc . They could have ask Capitec for the CCV footage of who drawn the money at that the ATM - see who that was.

I just feel that the person that investigated the case phoned me listened to my story and decided that I am lying, then used the policy as excuses to not reimburse me. They have no empathy for their customers and do not protect them against *****. Surely this has happened before to someone else. It even might have been an inside job or hackers.

I am closing my account, cancelling all my policies and will never ever do business with Old Mutual again. I do not do business with a business who does not trust me. I will also not recommend (as I did in the past) any old mutual products to any of my friends or family.