FNB de­nies ac­count hack­ing al­le­ga­tions


AFace­book thread which went vi­ral at the be­gin­ning of this week has been re­futed as un­sub­stan­ti­ated by the First Na­tional Bank. This comes af­ter a Face­book user al­leged that her busi­ness ac­count was hacked into and she was un­able to close it due to FNB’s fail­ure to as­sist her re­motely.

The South Africa based lo­cal tagged FNB Swazi­land’s of­fi­cial page af­ter not­ing an al­leged sus­pi­cious ac­tiv­ity on her ac­count. She said it was un­for­tu­nate that it was the sec­ond in­ci­dent to oc­cur as a pre­vi­ous one oc­curred on her per­sonal ac­count.

“It can­not be that I get hacked on my per­sonal and busi­ness ac­count in a space of two months. That’s be­side the fact that I’ve not re­ceived a case num­ber for my last fraud claim (my per­sonal ac­count two months back),” she wrote.

She stated that she sus­pected that what was hap­pen­ing was an in­side job, as the only ex­pla­na­tion why her com­plaints were not be­ing at­tended to, even af­ter a claim had been made.

Of note, com­ments on the post were made by some FNB em­ploy­ees, who said they were shocked that her mat­ter was not at­tended to as they were aware of the is­sue.

“Akuhambi kahle mani. I’ve seen you stress­ing about this and even tried to as­sist where I could,” wrote an em­ployee. When asked about this in­ci­dent, FNB Head of Mar­ket­ing Zethu Dlamini said, “As a pol­icy and for ob­vi­ous rea­sons, spe­cific cus­tomer in­for­ma­tion can­not be dis­cussed with any en­tity other than the cus­tomer them­selves.”

She, how­ever, assured that there was no FNB ac­count that had been hacked and could say that with cer­tainty.

“Ac­cess to bank ac­counts is con­trolled through the use of per­sonal in­for­ma­tion and pass­words that are de­cided by cus­tomers. Bank staff who qual­ify to ac­cess cus­tomer ac­counts are con­stantly mon­i­tored and we have no inap­pro­pri­ate ac­cess iden­ti­fied at this point.” Cau­tion­ing how cus­tomers could pro­tect them­selves, she said this could be done by check­ing the se­cu­rity around any chan­nels where they will use their cards, in­clud­ing mo­bile de­vices and es­pe­cially web­sites that are not se­cured, or ATMs that have been tam­pered with.

“Poorly se­cured web­sites and de­vices are now a com­mon route through which cus­tomer details are skimmed from their cards and used in other transactions.” She assured that they had ad­dressed all cus­tomer com­plaints that they were aware of. Should a cus­tomer have a query, this can be emailed to geth­[email protected]

“We com­mit to fol­low­ing up and giving feed­back to the cus­tomer.”

When asked if her is­sue had been ad­dressed by the bank, the busi­ness­woman did not re­spond to ques­tions posed via What­sApp mes­sag­ing.

The com­ment by the FNB em­ployee, who ac­knowl­edged the prob­lems faced by the cus­tomer with the bank.

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