MK
Melodie K
Active since Feb 2014
3
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0
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Reviews
3 reviews29 months ago
FNB ***** Case - Disappointing Service
Late afternoon on 22 December 2023, I was the unfortunate victim of a number of *****ulent transactions in quick succession where my cheque account was emptied out. Coincidentally this occurred less than an hour after my December salary had cleared into my account. 13 "successful" *****ulent transactions in total, with another 8 unsuccessful attempts thereafter. Immediately reported and my cheque card cancelled, I received a message from FNB at 17:08 acknowledging the ***** case number allocated to incident. On 27 December, the first business day after the incident, I contacted FNB on the secure chat line to get feedback (as one can't get through to anyone on the ***** call centre number, you hold on forever without success). At 14:53 the secure chat consultant advised that the "case is still being investigated and has a turnaround time of 7 to 14 working days". On Friday 05 January (the 7th working day by my calculation) I contacted the ***** centre once again on FNB secure chat for an update. At 10:43 the consultant advised that the "case is still pending and has turnaround time of 7 to 14 working days" I queried stating that the 5th was the 7th working day since the incident. The consultant rep**** "today is 5th working days. The turnaround time is 7 to 14 working day". He proceeded to screen shot me the following: Date-Time Created 12/27/2023 05:07PM. Then he said "therefore count from 28th". Would that not be working day 6 then?? Also, was the response of the consultant on the 27th then honest? Though whether by my calculation, or FNB's calculation??, we are still in the 7 to 14-day turnaround time window. Today being day 10, or 9, not sure. Still no feedback from FNB, so I guess I have to wait the full 14 (or 15) working days. This being said, during this period of time I have noted the following: The transactions were showing as "pending" on my account between the 22nd and 27th December, which means the funds have been deducted from my account and the transaction is now between FNB and the "merchant". Surely this means that FNB would flag these transactions if a ***** case has been launched, and first verify the validity of the transactions before releasing the funds to the "merchant". But it seems not. Whether this is due to the fact that the ***** case was only "created" or logged on their system after hours on the 27th, with the funds having been released to the merchant late on the 27th, or just because the funds are allowed to flow even though there is a case pending, I'm not sure. But no one I have spoken to at FNB can provide me with a clear answer on this. When I finally did get to speak to someone on the ***** line on the afternoon of the 22nd, I found it to be a rather frustrating conversation with not much clarity provided on anything, or attempt at providing any peace of mind for that matter. In fact, initially the tone was accusatory, as if this was my fault somehow. How do these ****mers bypass the security verification processes? I can't transact, or even make any changes on my account without going through various verification steps. But supposed "online purchase" transactions were made, apparently using my cheque card (which was safely in my possession at the time) with no approval required from my side. No OTP or on-app approval requests came through to me. The ***** line consultant could not provide an answer me on this either. I decided to check my daily limits on my cheque account, as I couldn't understand how over R47,000 could just be taken (my salary and overdraft facility included). I found my daily limit set at R500,000.00. I don't check my daily limits on my app regularly, but would never have set my limit at R500,000 myself, ever! I've never had that amount of money in my account. My daughter then checked her FNB limits on her account, and found hers set at R300,000. She is 24 years old and an au pair earning R10,000 a month. Makes on think there is tampering with the limits taking place behind the scenes?! We both subsequently lowered our limits again. My case is obviously *****, with the transaction references being Microsoft*Store. When Googled, this **** has been on the go since 2022 with victims in various countries, including Australia and the USA. Naturally I am worried about whether the ****** money will be returned to me or not. I am now in debt and have had to ask assistance for money to pay my debit orders, etc. For FNB the ****** money may not seem much, but for me it is a lot! Not being able to speak to someone 'knowledgeable' has been disappointing and frustrating. The FNB employees in the branches cannot provide any assistance or information, so there is no one-on-one interaction. Receiving no feedback from FNB whatsoever has also been disappointing. Again, I am aware that my case is still within the 14-working day turnaround time, but even acknowledgement from FNB to say that they are still working on the case and that it is still pending outcome would be appreciated. It leaves one with a feeling of a 'don't care' attitude. One has to chase for any update, and it is difficult to communicate with anyone unless the secure chat function on the app is used. FNB has really disappointed me, and I now sit with many unanswered questions and not much trust in my "secure" bank account.
2 replies
34 months ago
Excellent Service Above and Beyond
I had an amazing experience with DTS Security Products in Menlo Park, from the moment I called them with my initial problem, right through problem solving and the final solution. All thanks to Bongani Maroleni. Bongani was helpful, friendly and professional, both over the phone and in person. His assistance made my life so much easier. Thank-you Bongani for the excellent service and going above and beyond to assist me.
0 replies
67 months ago
GREAT PLATFORM, GREAT SERVICE
Selling my car on Weelee.co.za has been a quick, smooth and pleasant experience. The platform is simple to use. Nick, the agent I dealt with, was fantastic in providing information and following up to conclusion. I will definitely recommend this platform to anyone looking for a hassle free car sales experience.
1 reply
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