*****ulent transaction not flagged

I was a victim of website ****fing and I unfortunately aurthorised 2 transactions of R9,760.84 on the 09 November at 19h32. These transactions originated from a message I had received from Booking.com regarding the booking for my upcoming holiday in Zanzibar. The accommodation was fully paid for in September already, however the message had indicated that there was an issue with my card details. (REFER to attached document).

I contacted the resort while chatting to the virtual assistant from the message and they immediately told me that they were under a cyber attack and the message was not from them. I went back to the booking and the resort had issued a statement to the effect that they had not cancelling any bookings and they did not request any payments or card details to be updated.

I contacted Discovery ***** department and logged ***** case ***3 with these details and I was advised of the dispute process. The card used for the transaction was immediately replaced and a new one ordered and delivered to me to prevent any future transactions from that card.

The transactions were disputed and reversed on the 16th of November and all was in order. I was notified that the merchant might resubmit the transaction with a different amount and I doubted that considering that the transaction was flagged as ***** and I will be notified should that happen.

I was never consulted by the ***** division to close the ***** case, or provide any further details to help with the investigation. In my mind the transaction was completed and flagged accordingly.

I was surprised yesterday when I noticed that the 2 transactions (R10,529.27 each) were debited to my account without any transactional update from Discovery Bank, with a different amount this time. A toal of R21,000 was debited to my account without any notification from my bank.

I noticed a mail from the Discovery Disputes department, requesting me to complete a form and submit evidence of the transactions while searching through my mails for the ***** case. I completed the form and submitted with the supporting evidence to validate the *****ulent transactions this morning.

I contacted the Discovery Bank ***** division and I was told that the ***** case was closed and the investigating person will contact me, her name is Nomsa. This is after I was told that there is no ***** case in my name, spoke to Nkuli. Siseko, Dido from the various departments.

I received a new ***** case number ***5 at 8h48 immediately after ending my call with Nkuli. I called the call centre and I was told that I should ignore the new ***** case as it an automated process whenever they access the old ***** case, which I didn't believe.

Nomsa called me and she told me that unfortunately there is nothing that the bank cannot assist any further as the merchant has resubmitted the evidence and the amounts were paid and i have lost the money and I asked her why I didn't receive the transaction notification she said that the bankers said it was a resubmission so there are no notifications for such transactions, another thing I don't believe.

Below are my concerns: How and why is it that the ***** case was closed without any formal communication to me Why did I not receive any information from the investigation and/or the response from VISA What happened to the transactions notifications for the amounts when they were resubmitted How is it that the transactions were not even pending they went through directly What would have happened if I didn't check my account when I did How is it that the transaction were not flagged for attention as ***** How is it that the transactions were authorised using a card that has been stopped and replaced Why is it that I was never advised to close the account and reopen another account to avoid the monies being debited again Who or where has the ***** investigation process failed I sit here out of pocket for over R20,000 with lots of questions that I am hoping to get answers to from you. As a customer I feel that Discovery bank failed to manage the ***** case as such and it has resulted in a loss for me. The manner in which the ***** case was handled is showing so many gaps even creating a dispute case after the reversal was not communicated to me.

The missed notification is a huge RED FLAG in your processes and it has to be looked into. I refuse to be a victim of a *****ster and failed by my very bank to help prevent any losses for me as a customer.