FNB Card fraud reporting

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kissingmybbgoodbye

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So we had some fraud on a card (global account) which only gets used while traveling never online.

First action was cancel the card, the next step was logging a fraud claim.

From FNB's website in the end you get linked to

https://www.fnb.co.za/downloads/fraud/Fraud_Claim_for_cheque_and_debit_cards.pdf

The link can be found on this page

https://www.fnb.co.za/security-centre/documents-and-contacts.html

The email address on that from does not work. In the end we did it by phone.

Logged a complaint with FNB about the faulty email address, response I got back is the other avenues you can report a fraud case. why have a document on your website you can complete and email which basically is useless.

if there is a FNB rep please explain
 
zerocool2009 said:
Just report it via the fnb app chat
Click to expand...

Yes was the response I got from FNB. There are different channels to report, but the one of them which is linked on their website is not working, that is the reason for this post.

I pointed out to FNB that they have incorrect info on their website, and I basically got a copy and paste reply, not addressing the issue at all.
 
moklet said:
Yes was the response I got from FNB. There are different channels to report, but the one of them which is linked on their website is not working, that is the reason for this post.

I pointed out to FNB that they have incorrect info on their website, and I basically got a copy and paste reply, not addressing the issue at all.
Click to expand...

You can do it all via the app. Zero emails or pdf’s required
 
moklet said:
Yes was the response I got from FNB. There are different channels to report, but the one of them which is linked on their website is not working, that is the reason for this post.

I pointed out to FNB that they have incorrect info on their website, and I basically got a copy and paste reply, not addressing the issue at all.
Click to expand...
Moklet, what do you want? A written apology from FNB’s CEO? R500 for the incovenience?

In any collection of information, it starts aging the second it leaves someone’s brain. I agree broken links aren’t great, but working in an information-driven industry I get how it happens.

Move on. This is not the fight you want.
 
zerocool2009 said:
You can do it all via the app. Zero emails or pdf’s required
Click to expand...
Yes, we can, but there was a reason we couldn't do it through that channel at that moment.

The issue is not that there are multiple ways of reporting, but the fact that they give an option on their website to download a document and email it.

This did not work. When pointing this out to FNB, they basically ignored the reason of the complaint and said there are other options to report fraud.

Basically their website contains incorrect info and they are not acknowledging that.
 
As I said, use secure chat. Complete the form via the app, and get refunded. As simple as that
 
Foxhound5366 said:
Moklet, what do you want? A written apology from FNB’s CEO? R500 for the incovenience?

In any collection of information, it starts aging the second it leaves someone’s brain. I agree broken links aren’t great, but working in an information-driven industry I get how it happens.

Move on. This is not the fight you want.
Click to expand...

I informed them of the issue and by getting a copy and paste response it seems they don't take the issue serious. I am not after any R500,00 voucher or a response from the CEO.

But the reply should have been more in the form we note your issue and we will inform the relevant department.

that link will be on there forever if nobody reports it.

www.fnb.co.za

Security Center

Know all about the latest scams and prevent it from happening to you.
www.fnb.co.za

The above page should be an important page in my opinion
 
moklet said:
Yes was the response I got from FNB. There are different channels to report, but the one of them which is linked on their website is not working, that is the reason for this post.

I pointed out to FNB that they have incorrect info on their website, and I basically got a copy and paste reply, not addressing the issue at all.
Click to expand...

This is where social media team comes in. Report problem link/address on twitter.
 
Foxhound5366 said:
Moklet, what do you want? A written apology from FNB’s CEO? R500 for the incovenience?

In any collection of information, it starts aging the second it leaves someone’s brain. I agree broken links aren’t great, but working in an information-driven industry I get how it happens.

Move on. This is not the fight you want.
Click to expand...

Competence, is that too much? Just leave the link broken even it is reported?
 
zerocool2009 said:
As I said, use secure chat. Complete the form via the app, and get refunded. As simple as that
Click to expand...

Unfortunately due to recent phone changes my spouse profile was not linked to my phone yet (I do all her banking and in the past years I never had a reason to use her profile on the banking app so it was one of those things which didn't happen when I got a new phone.)

As she never makes online purchases there was not ever a need for 3d secure (which would have been a time we picked up that her profile was not linked).

Unfortunately the fraud happened through amazon which does not use 3d secure
 
Last edited:
moklet said:
Yes, we can, but there was a reason we couldn't do it through that channel at that moment.

The issue is not that there are multiple ways of reporting, but the fact that they give an option on their website to download a document and email it.

This did not work. When pointing this out to FNB, they basically ignored the reason of the complaint and said there are other options to report fraud.

Basically their website contains incorrect info and they are not acknowledging that.
Click to expand...

I think he was saying you should report the broken email via the chat in app.

But out of interest how does the email not work? Could it be a problem on your end?
 
moklet said:

Address not found​

Your message wasn't delivered to debit&[email protected] because the address couldn't be found or is unable to receive email.
The response from the remote server was:
550 #5.1.0 Address rejected.​
Click to expand...

Yea that’s because you can’t have a & in an email address.

Is it literally posted like that on the website?

****

The first form from your link says

“To prevent any delays in processing the dispute please ensure that all supporting documentation is attached where required.
Email this form to [email protected]

Aaah I see it on the second link. Yeah that’s not a case of it not working, it’s just blatantly wrong.
 
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