Urgent Complaint – Case Reference ***

I am writing to formally follow up on Case Reference Number ***, which was opened after unauthorised transactions were made on my account. On the 21st, while I was at work, I received multiple SMS notifications reflecting the following transactions:

Six (6) Uber ride charges One (1) Uber Eats charge

These transactions were still pending at the time. I immediately went to my nearest branch, where the card was stopped and a case was logged. I was informed that the investigation process would take approximately seven (7) days and that I would be contacted by Head Office within that period.

To date, I have not received any communication, feedback, or update regarding this matter. This is the second time I am experiencing unauthorised transactions on my account, and I am extremely concerned about the apparent lack of urgency and communication.

As a client, I expect my bank to prioritise the protection of my funds and to provide timely updates during investigations.

The absence of feedback creates the impression that my complaint is not being taken seriously. I respectfully request: An urgent update on the status of this investigation. Immediate action to reverse the unauthorised Uber and Uber Eats transactions.

Clarification on the measures being implemented to prevent this from recurring. I trust that this matter will now receive the urgent attention it deserves. I look forward to your prompt response.