DURBAN - FNB has detected abnormally high volumes and disputes of suspicious debit orders with descriptors Procall and Mzansi in December 2018 and January 2019.
In line with its standard practice, the Bank informs customers of new debit orders loaded on their bank accounts. In addition, and based upon the monitoring of debit order disputes, FNB has detected that a large number of customers are disputing Procall and Mzansi debit orders using the FNB App and Online banking, among other channels.
As part of its investigation, the Bank contacted a number of customers in order to validate the debit order mandates provided by Procall. The feedback from customers was that they had not given authority for the debit order.
Christoph Nieuwoudt, Chief Executive of FNB Consumer said, "Our investigations have provided sufficient proof that the impacted customers had not provided a mandate for the debit order and as result, the debits to customer accounts were unauthorised. FNB is proactively reversing all Procall debit orders including any associated charges and we are working with the corresponding bank to reverse all Mzansi debit orders. We are working with the Payments Association of South Africa (PASA) and the South African Banking Risk and Information Centre (SABRIC) on the matter and will be pursuing criminal charges.”
"In conjunction with the relevant partners, we are deploying analytical, forensic and legal expertise to protect our customers against unauthorised debit orders. We apologise to impacted customers for the inconvenience caused and encourage them to regularly review their bank statements for any abnormalities," added Nieuwoudt.