UNRESOLVED INVESTIGATION ON WRONGFUL DEBIT ORDER

I had money deducted from my account on the 30 of August 2019 from a Paypal account, amounting to R741. Immediately after seeing the online transaction on my statement, which was not approved by me, I called the bank and filed a complaint. This was on the 3 of September 2019. I was given an incident number and was told that they would follow up and investigate and get back to me within 14 days. 14 days passed and I went to a branch where the consultant called the investigation department and she was told that they are still investigating the case. On the 28 of September 2019, 25 days after the incident was reported I went to the bank again and I was told that my case has not been investigated yet as there is a backlog of complaints in the department. Firstly, all of this is very upsetting and frustrating! 1. During the 14 days that the bank was meant to get back to me, nobody called me or followed up with my case. I had to go to the bank twice to find out what was happening. 2. Why must I suffer for a month without hearing anything from the bank? 3. The bank is supposed to protect my money but that is not the case! 4. Until when am I going to wait for MY money to be returned to my account as I did not make an online purchase? When will the issue be resolved?

This is totally unacceptable. As a customer, I trusted the bank enough to think that my money was safe with them. They don’t even have the decency to get back to the client! It is really appalling.