Key Takeaways:
- FNB has rejected responsibility for a customer’s alleged loss of over R10,000 while depositing cash at one of its ATMs.
- The customer, Richard Zwane, suspects that the money was stolen by a syndicate, including employees working at the bank’s Eyethu Mall branch in Soweto.
- FNB’s investigation found no foul play and deemed the claim invalid, but the customer has escalated the complaint to the Ombudsman for Banking Services.
- There has been a marginal increase in bank theft at various ATMs at Eyethu Mall, according to a police officer at Meadowlands police station.
- FNB claims to have followed correct processes and protocols in handling the dispute claim, but the customer feels that he was bounced around and not taken seriously.
Introduction to the Incident
The incident involves Richard Zwane, a 65-year-old mechanic, who claims to have lost over R10,000 while depositing cash at an FNB ATM at Eyethu Mall in Soweto. Zwane had recently purchased a car at an auction and needed to deposit R34,000 into his account to pay the balance. He was instructed by a teller to use the ATM to deposit the cash, and a security guard assisted him with the transaction. However, when Zwane checked his receipts, he found that R10,300 was missing, and the bank could only account for R23,000 of the original R34,000.
The Investigation and Dispute
FNB’s investigation into the matter found no evidence of foul play, and the bank deemed Zwane’s claim invalid. The bank’s corporate affairs executive, Jacqui O’Sullivan, stated that the investigation reviewed CCTV footage and confirmed that the correct processes and protocols were followed for logging the dispute claim. However, Zwane is not satisfied with the outcome and has escalated his complaint to the Ombudsman for Banking Services. He believes that he was robbed by a syndicate, including employees working at the bank’s Eyethu Mall branch, and feels that the bank is not taking his claim seriously.
Previous Incidents and Security Concerns
This incident is not an isolated case, as there have been other reports of bank theft at ATMs at Eyethu Mall. A police officer at Meadowlands police station, who handles criminal cases from Eyethu Mall, told Sowetan Consumer that there has been a marginal increase in bank theft at various ATMs at the mall. In a previous case, a Capitec Bank client, Nhlanhla Mbatha, lost over R5,000, which was illegally withdrawn while he was checking his bank balance at an ATM. The bank eventually refunded him after he approached Sowetan Consumer. These incidents raise concerns about the security measures in place at ATMs and the potential for insider involvement in theft.
Customer Experience and Communication
Zwane’s experience with FNB has been frustrating, and he feels that he was bounced around between different departments and not taken seriously. He was initially told to report the matter to the bank’s head office, which then referred him back to the Eyethu Mall branch. Zwane believes that the bank is not communicating effectively with him and is not providing adequate support to resolve the issue. FNB’s O’Sullivan acknowledged that the bank is working on improving processes to ensure better customer communication going forward.
Conclusion and Next Steps
The case highlights the importance of effective communication and customer service in resolving disputes and addressing security concerns. FNB’s rejection of responsibility for Zwane’s alleged loss has led to further investigation and escalation to the Ombudsman for Banking Services. The outcome of this case will depend on the ombudsman’s findings and recommendations. In the meantime, FNB and other banks must prioritize customer security and communication to prevent similar incidents and maintain trust with their customers.
