After 72 hours I have received no response

<p>On Sunday evening, I tried to purchase prepaif electricity on the cellphone app but was unable as there was an error message stating that I should check my history to see if it went through as there was an error. I checked my history and no payment was deducted from my account, so I tried again but used my Credit card to pay and the same error message appeared.</p> <p> </p> <p>I then checked again and no payment was deducted so I assumed nothing went through. On Monday at 14:30, I received about 10 sms messages with electricity tokens and noticed that about R500 was debited from my debit card and R100 from my CC. I then called the bank to query what happened as there was a problem with their system which resulted in a delay in processing and then resulted in numerous purchases. I called the app department and they said that the fund will be refunded to my CC and debit card as I did not want the electricity anymore and the purchases was not processed the night. </p> <p> </p> <p>I then got a reference number and was told that someone from the admin department will investigate and be in contact in 24hrs. I then called back on Tuesday, as no response was received and after 24hrs and was told that the reference number is not a valid number but that they will escalate it again and that someone will be in contact within 24 - 48hrs to confirm if the funds were reversed and a new reference number was given.</p> <p> </p> <p>I then ended up calling back on Thursday as 48 hours passed and no feedback was given, to be told by the consultant in the App department that the person working on my query went home and that I should call back this morning at 8am. I then called again this morning after waiting almost 72 hours for feedback and was told that the investigation is still ongoing and that they waiting for feedback from the product department. The best part is that she can't say how long it would take as they not sure when it will be resolved.</p> <p> </p> <p>Thank you FNB for the worst service ever. It went from 24 hours, to 48 hours and then to who knows when.</p> <p> </p> <p>I have been a platinum card customer for year and have received great service to now receive auch horrible service. My opinion have definitely changed and my word of mouth will reflect the same.</p> <p> </p> <p>Reference #: RV ********** 8454</p>