***** case closed without explanation on how my account was breached

I am extremely concerned and disappointed with the handling of my ***** case.

A *****ulent transaction in excess of R40 000 was processed on my account on Feb 6th without my authorisation and, to my knowledge, without any OTP verification being requested from me. I immediately reported the matter, submitted the required affidavit, and followed all instructions given by the bank.

While I appreciate that the funds were eventually refunded, the case has now been closed with no explanation as to:

• How my account was breached • How such a large amount was authorised • Why no OTP or verification was triggered • What the outcome of the investigation was

I have sent multiple follow-up emails requesting feedback and clarity. The only response I initially received was that it would take up to 14 days to resolve. Since then, there has been silence. No findings, no technical explanation, no reassurance about the security of my account going forward.

As a client, I believe I am entitled to transparency. Simply refunding the money does not address the root cause of the breach. I need to understand how this happened and what safeguards failed, especially when an amount of this magnitude was processed.

I am now placing this formal complaint because I am not being taken seriously through normal channels. I request a detailed written response explaining the outcome of the investigation and how this *****ulent transaction was authorised.