Absolutely appauling service and support

<p>I purchased an item online last year in March and when the deduction went off it was way over the amount that I authorised. I am talking about R2012.25 was deducted compared to a few hundred rands I saw on the screen when I clicked it off. I immediately informed the bank who told me I need to fill in a form. Long story short, they refused to refund the money as they said the merchant told them I authorised the amount, while I told them several times I did not, that is why i called immediately when i saw the deduction on my phone. </p> <p>FNB insisted that i call the merchant and deal with them directly to arrange a refund, but I could not trace the merchant and FNB seemed to be the only one who could get hold of the merchant, but refused to give me their contact details. I kept on explaining that i am struggling to get hold of the merchant and have not received any product either, this after an amount of R2012.25 was deducted from my account. FNB refused to give me the contact details.</p> <p>It is now over a year later and now FNB tells me that it is now to late to reverse the money. On their forms I noticed that if you have not received the product you ordered, they have the authority to reverse the funds, now why did they not do that in my instance. I have spoken to other people who are not even private clients who told me that they have done a purchase online and FNB refunded their money without any hassles, so why did they not do it in my instance? R2012 is a lot of money for me and it is shameful that R2012 was deducted from my account while I informed the bank that I did not authorise it, yet now they tell me it is too long ago and they cannot reverse the money.</p>