DO NOT BANK WITH TYMEBANK! YOUR MONEY IS NOT SECURED.

On the 6th of October, a ******* performed a simswap with my number. Vodacom normally sends an SMS to notify you that a simswap has been requested and I have 3 hours to report it if it's *****. Unfortunately, my phone was off due to loadshedding and thus I missed the sms/3 hours timeline. Therefore, I lost the number to the *******. The ******* then accessed my Tymebank app and withdrew R5000 from my savings via a cashless option. I logged a ***** case with Tymebank on the 8th of October and was told feedback would be provided within 5 working days.

It's been 7 working days and no feedback was provided so I decided to call them today. I am told that my case was declined due to the fact that the bank processes were followed when the ******* made the transaction, in that an OTP was sent to my number and the OTP was correctly entered into the app to confirm the transaction thus they disregard it as *****. I am alerting them that since a simswap was done on my number (and I lost the number) the OTPs were being sent to the ******* (not me) and thus the ******* correctly followed everything. I am further telling them that Vodacom can confirm that a simswap was done with my number more than twice. Furthermore, I have screenshots of the ******* trying to **** my whatsapp contacts asking them for money as proof that I was indeed ****med and that it was not me who performed those transactions. The consultant I spoke to in the ***** department (Xolani) just told me that if I'm not happy with the feedback I should take this up with the ombudsman.

I am very heartbroken at how this was handled, ontop of the fact that they did not even have the decency to contact me to provide me with this feedback. I am a full time student, a single mother who has been working long hours at night to try to earn a living for myself and my daughter. Knowing that the bank has insurance funds to reimburse me, I am deeply hurt that Tymebank refuses to reimburse me. Furthermore, I also bank with ABSA. ABSA blocked all services from being accessed the minute they detected a simswap on my phone. Meaning that ABSA was able to protect my funds from being ******. However, Tymebank failed to protect my money.