Not refunding after ***** transactions within 48 Hours turn around time

To whom it may concern My debit card was cloned and three different amounts were ****** from my card:

The first transaction was reported to my Private banker and I requested transaction reversal but no action was taken. At that point in time I did not suspect ********** activity on my account due to the small amount. As the amount of customers that were impacted by this ***** was HUGE, I could not get through to the ***** hotline the entire Thursday, 23 May 2019 (when the transactions went through on my account). Eventually, I contacted my Private banker and took the following steps: • Immediately cancelled by debit card • Ordered a new debit card • Requested reporting of the ********** activities on my account. The Private banking department informed me that due to the high call volumes the entire week at the ***** department, they will manage this on my behalf and provided me with a reference number for my complaint. o I was also assured that the FULL AMOUNT will be refunded within 48 hours o I followed up on this reference number yesterday i.e. 27 May 2019 and the Private banker confirmed that this is a valid reference number and they do have all the case notes on their side confirming that a ***** case was opened • Yesterday, on 27 May 2019, I contacted the ***** line to follow up on my case and was informed that they have NO NOTES on my case • I was informed that I need a NEW reference number and that my case will be investigated, and I will be contacted by someone from the ***** department and once satisfied, I will receive my refund. • Further to this, I was also informed that this could take up to 15 (FIFTEEN) days!!!!!!! • I received another reference no Please note that I had to request approval for an OVERDRAFT to cover my debit orders. I request the overdraft last week Thursday the 23rd of May 2019 – on the same day that I reported the ***** on my account via Private Banking assist. I also had to take a day’s leave to resolve this issue on my account – as I am sure thousands of your customers had to do being in same position as I was. What is utterly and truly astounding is the fact that I was refunded for the first small amount (which in fact shows that the ***** case was documented) but that the bank somehow omitted to process the ENTIRE transaction. This is simply NOT ACCEPTABLE!!!!!!! I want this matter resolved ASAP and I want a full explanation as to why it is a full week later and I have still not received a refund when I was promised a 48 hour turnaround time on my complaint. No matter the circumstances or the amount of customers impacted – this is still a massive breach of security with dire consequences and impact to any customer and surely it should not be such a battle to resolve this????? Absa prides itself on good customer service (which I received from Private banking) but when it comes to refunding of my own money not so much. Your urgent response will be highly appreciated. If not resolved within this week, I will take this matter further.