On Sunday the 22nd May 2011 my cellphone suddenly showed "Limited Services", however being at Church I thought it might be a problem with MTN and did not worry about it, however by Sunday evening my phone was still showing "Limited Services". I put my sim card in my wife's phone and it showed that there was a "sim" card problem, I decided to leave it till the Monday morning, until I opened my e-mails, and then I realised something was wrong as money was moving out of my account at a rapid speed. I immediately phoned my Private Banker whom in turn contacted FNB Fraud Division and my account was frozen, but too late, the thieves had already taken R 16, 000. DUE TO FNB FRAUD DIVISION TAKING THEIR TIME TO FREEZE MY ONLINE ACCOUNT ANOTHER R 11, 000 WAS TAKEN OUT OF MY MONEY MARKET ACCOUNT !!!)

FNB Fraud Division tracked the EFT Funds to Standard Bank and ABSA, I also have statements where the thieves paid R 1, 000 into a cell phone account.

FNB Fraud Division contacted me and forwarded forms I had to complete and open a theft case at SAPS, which I duly did and sent the Case Number and completed forms back to FNB Fraud Division, after that I received a letter from FNB confirming the case is being investigated and will take approximately 3 weeks. After 4 weeks I asked FNB for an update, only for FNB to tell me that I have to complete forms for MTN before MTN will supply information regarding the Sim Swap, I found this strange that only after I complained did FNB ask me to fill in forms for MTN, this suggests that FNB had not been working on this case, I warned FNB that I want my money back and will be approaching the Ombudsman. Suddenly I am advised by phone by FNB that my account was compromised and they will not be refunding my money and advised I should contact the Ombudsman if I want to take the case further...all this happened once I started sending e-mails demanding my money back, personally I think FNB took offense and made a decision that my account was compromised.

WHAT HAPPENED TO THE BANK ACCOUNTS AT STANDARD BANK AND ABSA WHERE THE FUNDS WERE SENT EFT ?……FIRST PHONE CALL FROM PAUL KYNAS—HE SAID THAT HE HAS TRACED WHERE THE MONEY WENT AND WAS IN DISCUSSION WITH STANDARD BANK AND ABSA. (WHAT HAPPENED TO THE MONEY IN THESE ACCOUNTS)

ON THE 23 RD MAY 2011 WHEN I REPORTED SUSPICIOUS ACTIVITY ON MY ACCOUNT DUE TO E-MAIL ALERTS – WHY WAS MY ACCOUNT NOT FROZEN IMMEDIATELY---I RECALL BEING AT FNB FEATHERBROOKE OBTAINING STATEMENTS WHEN THE LADY AT FNB SAID THEY HAVE JUST TAKEN R11, 000 FROM YOUR MONEY MARKET ACCOUNT, THIS WAS MORE THAN AN HOUR AFTER I REPORTED THE MATTER.

MTN – WHY ONLY WHEN I SEND E-MAILS TO PAUL KYNAS REQUESTING AN UPDATE DOES HE AFTER 5 WEEKS ASK ME TO COMPLETE FORMS TO OBTAIN INFORMATION FROM MTN FOR MY CELLPHONE, YET 2 DAYS LATER I AM INFORMED THAT FNB WILL NOT BE REFUNDING ME, BEARING IN MIND THAT THE MTN FORMS HAVE NOT REACHED MTN TO PROVIDE A HISTORY ON MY CELLPHONE FOR THE “SIM” SWAP.


AS THE FRAUDSTER TOOK MY OWN BENEFICIARIES TO EFT MONEY, THE FRAUDSTER ONLY CHANGED THE BANKING DETAILS, YET AT THE END ON MAY 2011 WHEN I HAD TO PAY MY ACCOUNTS FROM THE ATM DID I ACCIDENTLY SEND R 13, 900 TO THE ABSA ACCOUNT AS I DID NOT KNOW THE PERPRUATOR HAD ONLY CHANGED MY BENEFICARY BANK ACCOUNT DETAILS IN THIS CASE THAT OF MY WIFE, YET FNB COULD RETRIEVE THIS MONEY?

SAPS PHONING ME TO ADVISE THEY HAVE NOT BEEN ABLE TO APPREHEND ANY SUSPECTS IN MY CASE, AND SUGGESTED I CONTACT FNB TO CLEAR UP THE MATTER AS SAPS HONEYDEW IS CLOSING THE CASE FILE, IT IS EVIDENT FROM THIS THAT FNB AND THE SAPS DID NOT COMMUNICATE ON THIS CASE AT ALL, SO WHY DID PAUL KYNAS REQUEST ME TO OPEN A THEFT CASE IN THE FIRST INSTANCE.

WHAT HAPPENED TO THE CELLPHONE WHERE R 1, 000 WAS TRANSFERRED TO, WHY WAS NO TRACE PUT ON THIS NUMBER.

FINAL RESULT FROM FNB STATING THAT MY ACCOUNT WAS COMPROMISED DUE TO THE FACT THAT OTP’S WERE BEING SENT TO MY CELLPHONE NUMBER BEING 083.877.8850 IS AS WEAK AN ANSWER AS I HAVE EVER SEEN --- OBVIOUSLY THE OTP’S WERE GOING TO MY PHONE, HOWEVER I DID NOT KNOW THIS AS A “SIM” SWAP WAS FRAUDENTLY OBTAINED ON MY PHONE, THEREFORE THE OTP’S WERE GOING TO MY NUMBER BUT TO PERPRUATOIR’S PHONE

I'M SO FRUSTRATED WITH THE SERVICE I AM RECIEVING FROM FNB (“PAYMENTS ALLOCATION DEPARTMENT”).I HAD THREE LOANS WITH FNB, OF WHICH I SETTLED ALL THREE ON TUESDAY (5/04/2011). I CALLED THE CALL CENTRE (0861404040) AND SPOKE TO OMEGA WHO CONFIRMED WITH ME THAT SHE HAD GIVEN THE INSTRUCTION TO THE 'PAYMENT ALLOCATIONS' DEPARTMENT TO ALLOCATE THE THREE PAYMENTS TO THE THREE LOAN ACCOUNTS. THE 'PAYMENTS ALLOCATION' DEPARTMENT ALLOCATED THE FIRST PAYMENT CORRECTLY AND THEN THE OTHER TWO PAYMENTS TO ONE OF THE OTHER TWO ACCOUNTS!!THEN I CALLED IN AGAIN AND SPOKE TO XOLANI, WHO HAS, FROM DAY ONE, BEEN THE MOST HELPFUL PERSON I HAVE LIAISED WITH AT FNB, AND HE SENT OUT A REQUEST TO HAVE IT CORRECTED AND FOR THE ‘PAYMENT ALLOCATIONS’ DEPARTMENT TO PAY THE AMT OF R2499.85 AS THE SETTLEMENT AMOUNT THAT WAS PAID INTO THE WRONG ACCOUNT TO BE CORRECTED AND PAID INTO THE CORRECT LOAN ACCOUNT, THEN THE 'PAYMENT ALLOCATIONS' DEPARTMENT PAYS THAT AMOUNT OF R2499.85 INTO MY PERSONAL ACCOUNT!!! AND MY ACCOUNT HAD A BALANCE OF R3.SO I CALLED FNB AGAIN AND XOLANI ASSISTED ME IN SETTING A DEBIT ORDER TO GO OFF MY ACCOUNT.WHEN I CHECKED MY ACCOUNT BALANCE I SEE THAT THERE IS ONLY +-R2400 IN MY ACCOUNT AS R+-100 WENT FOR BANK CHARGES. NOW I WANT THE MANAGER OF THAT DEPARTMENT TO PLEASE ASSIST ME IN SORTING THIS OUT WITH THE PERSON RESPONSIBLE!! I DONT WANT TO DO ANYMORE RUNNING AROUND AS I AM SO ANNOYED AND NO INTEREST OR BANK CHARGES SHOULD BE CHARGED AS THIS IS NOT MY FAULT!! I WANT THE DEPARTMENT TO CORRECT THIS ERROR IN REFUNDING ME THE BANK CHARGE THAT WENT OFF, AS I DID NOT ASK THEM TO PAY THIS MONEY INTO MY PERSONAL ACCOUNT, THEN TO REVERSE THAT R2499.85 OUT OF MY PERSONAL ACCOUNT AND PAY IT INTO THE CORRECT LOAN ACCOUNT AND TO PLEASE EMAIL ME PAID UP LETTERS FOR ALL THREE LOANS TODAY. FNB IS A WELL KNOWN BANK AND THIS KIND OF SERVICE IS DISGUSTING. HAD THIS BEEN DONE CORRECTLY THE FIRST TIME, IT WOULD HAVE SAVED ME THE HASSLE OF TAKING TIME OFF MY WORK TO SORT OUT THE FAULTS OF THAT SPECIFIC DEPARTMENT.

I called my Premier Banker on the morning of the 15042010 to dispute an amount was reserved on my credit card. Gugu Mahlangu advised me that she would get back to me on how to proceed. It was almost close of business and I received no response yet. I then called the call center and spoke to Jacqui Coetzee who sent me a dispute form which I promptly filled out, signed and sent back to her as per her request. I sent an e-mail to Gugu and she told me that she was at a client function the entire day and could not assist me timeously...it would have been nice if she told me that when I called her first thing in the morning! To date there has been no progress with this dispute and the amount has since been successfully taken off my account. Needless to say I was furious and sent an e-mail on Monday to Premier Banking, Jacqui and Gugu with no response at all. I called Gugu this morning for feedback and I was gobsmacked with her attitude. She was rude, defensive and not at all apologetic. This is not the way to deal with an irate client! I am a new client of FNB and regret changing banks as my previous bank was far superior to this and I had an standard account with them!

FNB allowed an unknown person to change my cellphone detail, e-mail address and daily limit without my approval 5 days after it was registred for internet banking. To the best of my knowledge this instruction was received telephonically. This enabled the person to withdraw a substantial amount of money from my money market account without my knowledge.

I became aware of this on 14 April 2010. This was reported to both the SAPS and FNB on the same day. A written statement was submitted to FNB on 15 April 2010 and a letter demanding the refund of the money lost due to a breach in the bank's security system was delivered to the bank on 16 April 2010.

To date nobody from the bank took any trouble to contact me, either in writting or by telephone, to inform me on any actions taken by the bank to investigate the matter or refund my loss. All enquiries was from my side.

The latest response when I phoned the bank was that they cannot contact me since the person dealing with the matter is working night shift!

On the morning of the 21st April, I went to the branch to make payments via internet. I went to the terminal which had a blank screen, enquired with the lady who was working the floor and was told that it was fine. I use the word fine as this was said without any consideration, she and her collegue were that dismissive. I asked her and the guy sitting next to the terminal if they had even bothered to look at it that morning and they just didn't care.

Thankfully another lady came by and on hearing about my plight, tookk me to her own work station which I used for 2 minutes. I am really greatful to the lady for her assistence and hope that those two change their attitude.

Someone needs to check that terminal and start it up in the mornings to make sure they know what the status is. I used to work for FNB Online and I know that it's NOT rocket science to do that.