In the office’s annual report for 2019, released online on Wednesday, Ombudsman Reana Steyn said all three of the top categories involved an element of fraud and theft committed by cyber fraudsters.
The bank then received a call from a person claiming to be the complainant, requesting that the hold be lifted. The bank did this.
“The bank stated that it placed temporary holds on the complainant’s card linked to the current account and unsuccessfully attempted to contact the complainant.” But according to the ombud’s office: “It was evident from the recorded calls between the fraudster and the consultant that during the consultant’s engagement with the fraudster, she became suspicious as to the caller’s identity, prompting her to ask: ‘Who is telling you the answers?’ and ‘Whose account is this?’.
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