FNB — reverse transactions
I am unhappy with the service I received
Complaint description On Friday the 7th January I made a cash withdrawal of R150 from an FNB ATM when I realised that the balance was not what it was suppossed to be. So i called FNB client services and I was advised that there are transactions that are going off my account. So the consultant advised me to go to the nearsest bank and request that the transactions be reversed as i have not authorised them. I did like wise.Went into the FNB branch in boulders midrand and requested that they reverse the transaction gave them all required documantation. After all that was done i was advised by the consultant at the branch that the matter was escalated to the fraud department and the account in which the money was transfered to was then blocked as the transactions where fradulent. I was issued with a ref number and was advised I'll feedback in 24 to 48 hours. I waited and nothing came through until i called FNB client services on Tuesday the 11/10/2011 and I was advised that the query is still being invsetigated. Pls note that all funds where transfered to that unknown account and airtime purchases where made living me with R0.79 balance in my account. I then received a call on Thursday the 13 confirming that i will not be refunded by the phone banking dep. The gentlemen that contacted me said he had escalated the matter to another dep. I should be receiving confirmation from them. I then decided to enquire if my initial request of reversing those transactions was processed I called the TELEPHONE BANKING department then spoke to Rendel who could not give me an answer and I then requested to speak to one of the TEAM LEADErs on the floor. It took me about 13-15min on a call I was paying fro to get to the Team Leader who then offered to call me back with feedback. She then called me 30 min. down the line she called back and transfered me to a lady named Palesa, who promised to call me back after 24 hours which was yesterday. Nothing came through. So I find it very difficult to understand the reason why I was advised to go to the branch and reverse the transactions that i did not authorise, then i have to struggle this much after I had done what i was advised to do from the firt time. And just to to it up all transections where doen on the 07th and I reported on the same day a couple of minutes after the transactions went off. And to show that the transactions where fradualent my contact details where changed on their systems on the same day. So whay should one do to get this sorted as i've done what they requeted and still i'm not getting answers from FNB. And the more i wait the more I don't know how will i get to work the next day, What will I eat ??????????