First National Bank
Assistance with unauthorised debit orders

On Saturday morning I got notification of a debit order that had gone off my account. As this was not an authorised transaction, I immediately looked up the contact details for FNB but had to wait until 8 am to get through.

The call centre agent (1) informed me that I needed my bank card number for verification which I went and retrieved from my car. I called the centre again and the call centre agent (2) informed that she could not assist, I had to go to the nearest branch for assistance.

This did not make sense as I previously cancelled other unauthorised debit orders (remember the R99.99) via the phone so I called again and the call centre agent (3) wanted to know if I banked with FNB (?) after which she took me through even more verification questions even though I'd already entered my card number and pin, and the help I eventually received were the contact numbers of the debiting company which are engaged, numbers I can easily get myself by logging on.

Surely the bank can come up with a better method to safeguard against what is clearly criminal activity.

Company: First National Bank
Country: South Africa
City: Call Centre

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