*** my card to stuck in the ATM and the money has taken from my acc

I am writing to urgently seek your assistance with a matter that has caused me significant distress. On the 4th of October, while using my FNB ATM card, it became lodged in the machine, and an amount of R7,900 was debited from my account. Unfortunately, no immediate assistance was available to retrieve my card and the deducted amount. The on-site security guard suggested that I collect a new card as the original would not be returned.

Regrettably, my phone was powered off at the time, preventing me from canceling the card via a call. My attempt to cancel the card through the ATM proved unsuccessful, as it required an online South African ID, which I did not possess at that moment. My request for assistance from a nearby individual was also hindered by the depletion of their airtime before I could complete the call.

Upon reaching my home and regaining access to my phone, I promptly reviewed my bank statement, revealing a single withdrawal transaction. I immediately contacted your customer service helpline to report the incident and was provided with a reference number for the case, which is 2***.

Regrettably, I have yet to receive any updates on the progress of the investigation into this matter. This situation has created substantial distress and inconvenience, especially as I rely on the funds for my deliveries and essential expenses.

Compounded by my current state of illness, I am in urgent need of a resolution to this matter. I implore you to review the attached photograph of the ATM, which clearly shows my card being stuck, to better understand the situation.

I kindly request that you expedite the investigation and seek a swift resolution. The funds are essential for my livelihood and commitments, and it was not my negligence that resulted in this situation, but rather a malfunction of the ATM.

Your immediate attention and assistance in resolving this matter would be greatly appreciated.