********** activity and bank not taking responsibility

On the 29th of July ********** activities took place on my account. I contacted the bank and a case was opened. The agent asked me if I had clicked on any link and I told her no but I did receive an sms the previous day and most probably my daughter could have clicked on it. What surprises me is that the link takes you to an online banking page where one would need to enter their ID number and password which this information is not known to my 8 year old. And the bank would also need to send an OTP to my cellphone number which was not the case So even if my daughter had clicked on the link she couldn’t have entered my credentials because she doesn’t know them. So I still wonder how access was gained into my account.

Firstly even after the case was opened no one ever contacted me to give me feedback. I had to call because it was more than 10 days now. And I was then advised that the bank will not be refunding my money and that I would need to take the case up with the Ombudsman if I am not satisfied with the banks outcome. They don’t want to take accountability and responsibility. They want to shift the blame to an 8 year old. I suspect there is a foul play or an inside job taking place because the ***** agent said to me that for SendMoney no OTP is sent and she couldn’t answer my question as to how my account was accessed if no one entered my credentials. It really breaks my heart that I trusted a bank without a branch with my hard earned money more so my daughters school fees.

Now I am trying to get my account reactivated so that I can retrieve the other money that wasn’t taken. I’m being advised that it will take 48 hours.

I really trusted this bank to think that I was encouraging friends and family to open accounts with them. I’m really disappointed.

The case ref no: GFD-26440