Ongoing Issue with Card Transaction – Urgent Resolution Needed

Dear African Bank Customer Service,

I am writing to express my dissatisfaction with the service I have received regarding a declined card transaction that occurred on 28/08/2024 at McDonald’s Riverside. Despite the transaction being declined, the funds were debited from my account. I immediately logged a query following instructions from your support team, and I later received a message indicating that the query had been resolved. However, the money has still not been credited back to my account.

Since then, I have contacted your customer service multiple times, and I am repeatedly told to "wait for the money to reflect." It has now been over two weeks, and the issue remains unresolved. This is not the first time this type of problem has occurred, and it is incredibly frustrating to deal with the lack of prompt and professional service.

I rely on my account for day-to-day transactions, and such delays severely impact my ability to manage my finances. I expect better service from a financial institution, and I am seriously considering switching to another bank due to the recurring nature of these issues and the poor customer service I have experienced.

Please ensure this issue is escalated and resolved immediately. If I do not receive satisfactory feedback, I will have no choice but to escalate this matter to the Ombudsman for Banking Services.

I look forward to a prompt resolution and my funds being returned to my account.

Kind regards, Mulalo Malcolm Silimela *** [Your Account Number or Query Reference Number] *** My ID ***