APPALLING SERVICE

On the 22nd Feb 2020, around 22h00 notification for an "attempt" to debit my account was sent to my phone to confirm or reject this. I immediately responded on -SECURE CHAT- via online banking that I DID NOT AUTHORIZE this amount from my credit card and should be stopped. Amount was R999, I checked my bank statement on the 24th Feb 2020 if my account was debited and it was not debited which gave me level of comfort that this was stopped. To my surprise on the 2tth i noticed that my account was debited for R999, and immediately made a call to my Private banker and my call was routed to a lady who sent me a form to complete and send it back to '***' and copy my Banker which i did the very same day. An automated email came in acknowledging my email coming from; Debit&***, with this ref: RE: ********** credit card transaction - [External Email] [REF:***]. A week later i had to call FNB again and was through to mashela.mabusela, who then advised me that THERE WAS NO CASE logged on the system and no form received which came as a shock. Just to cooperate i again resent the email that was sent to both my "private banker" who is supposed to be managing my queries.

Further i was told that, i was incorrectly advised and i now have to log a case on my own starting the whole process from scratch which i refused and requested that her Manager call me back. Another week gone by and on the 10th March i called and was through to another lady who again insisted that there was no query logged and she further advised me that the form i claimed to have completed is wrong, I was supposed to fill a "dispute form"

While she was busy blocking my card, call got cut off and she never called me back to finish the call and close the matter properly after spending 20 mins on the call. On the 12th March i had to call again and was through to S. Sikhakhane who again told me that status has not changed and he confirmed that his colleague had cancelled the card and ordered some credit card that i never had instead of replacing PRIVATE CLIENT CARD which again was a disaster!

I requested that S.Sikhakhane escalate my matter to his Senior manager to call me INSTEAD he went to his colleagues who messed up the account and called me back to informed me that she claimed that she advised me correctly and sent me the correct form, question is how did she confirmed or get my email address since the call was cut off?

since today no Manger has called me and i am still in the dark.

Please intervene and assist