Rudolf Gaiseb
Money was stolen from a First National Bank (FNB) client when her account was allegedly hacked into last week.
Petronella Wilson (29) lost over N$8 292 in the alleged fraud.
“On Wednesday, I went to Clicks to purchase a N$1 000 air fryer. I then went to PEP, and bought shoes worth N$140. Thereafter, I went to Markham, and spend an additional N$200. After purchasing everything, I was on my way to work when I started receiving notifications from the FNB SMS number, +362626.
“The first text read: “Online secure – You are about to make an online purchase of NAD1.00 at PayPulse, using card no. …0726, Confirmation OTP: 4726”.
Surprisingly, I do not have any PayPulse account. I did not press anything or give access to anyone, and at the time, my credit card was in my possession,” she narrated.
She continued that more similar notifications from the same number started flying in with different amounts going off each time.
The second amount was N$5 042; the third was a N$1 400, and then an additional N$1 000.
Wilson, who claims that she had not registered on any website or given her information to anyone, contacted the bank to report the incident.
The bank then blocked her account to stop any further transactions.
The financial institution then told her that an investigation would commence, which would take 90 days before she received feedback as to what transpired, who the culprit and if she would be repaid.
She then completed a form per the bank’s requirement, and submitted it via email.
Elsoline Hendricks at FNB’s card fraud department confirmed receipt of Wilson’s form.
She said the case will be investigated, and only then can feedback be given within 90 days.
The bank said there is no guarantee that Wilson will ever recover her money.
She expressed disappointment in the waiting period, as the matter severely affects her finances.
“It is unacceptable, especially when it involves fraud-related matters,” she fumed.
“I want to make it very clear that I did not share any one-time-password (OTP) with anyone, nor did I authorise any suspicious transactions.
“For a bank of such standing, this is disheartening, and I demand that this matter be prioritised and handled urgently. I expect a reasonable and shorter timeframe for resolution.
“I am disappointed by this experience and the lack of reassurance from the bank. I requested a specific timeline by which I can expect a resolution,” she stated in the email.
“I spoke to our forensic team, and informed them about the urgency of the matter. They advised they will look into this matter,” Hendriks reiterated.
Wilson fears that during the 90 days, she may suffer the same fate if money is transferred into her bank account.
“I’m putting this out there because I’m definitely not the first person, and won’t be the last either. FNB needs to find ways to strengthen their security system,” she suggested.
Chief marketing officer at FNB Tracy Eagles said “fraud incidences are taken very seriously by FNB, and all queries are investigated quickly to mitigate any reoccurrence. The 90-day timeframe for investigations is referenced to all Visa card issues because it requires this global organisation to do its own investigation too.
“If anyone receives texts regarding card purchases not made by themselves, there are options to stop your FNB card via the FNB App or online, or by calling the Credit Card hotline,” she noted.
*Disclaimer: Petronella Wilson is a New Era employee.