Absolutely no customer service

Dear FNB,

I’m not sure what you classify customer service but what I have received over the last few days is far from it! I had a refund released and processed by takealot for goods returned (2 payments processed and released by takealot at the same time on the same day for the exact same order), the card used for the purchase was cancelled BUT the new card like the old one is linked to the exact same account number! Every single refund I receive from takealot has reflected within 2 days so when this didn’t happen I firstly contacted takealot who got clarification from their finance department that even if that card was cancelled as long as the new card and account linked to it is open the bank will AUTOMATICALLY reroute the funds! GUESS WHAT THIS DID NOT HAPPEN!! I contacted FNB and expressed deep concern as to how they can’t pick up the funds when it is all linked to the exact same account number and the funds were to be AUTOMATICALLY REROUTED! I was told that I have to log a dispute so they can trace the funds which will take 5 to 6 BUSINESS DAYS!!! I informed the consultant I don’t have 5 to 6 BUSINESS DAYS to wait for funds that are due to me to be released due to the incompetence of FNB!! Low and behold on Saturday I received 1 of the 2 amounts a measly R40!!! Yet both amounts were disputed!!! And guess what the dispute department doesn’t work on a weekend!!!! Today is Monday and guess what still no funds!!! So they could release the R40 but no other amount was released!!! Yet on your systems you can see what the account number is and the card numbers that are linked or that have been cancelled on this account! Yet your dispute department requested my account number and still released 1 of the 2 amounts! This has made mine and my husband Matthew Le Roux mind up that we will most definitely be changing banks! If this is the service you give private wealth clients I’d hate to see how you treat those with your normal cheque accounts!!! Paying close to R900 in service fees alone per month for incompetence!!! I was **** to by your consultant who stated new card details need to be given to the merchant which most definitely wasn’t the case because cards are linked to an account number! It was for FNB to literally just reroute the funds! Now I have to be inconvenienced on a whole different level!