Appalling Service Experience with First National Bank's Private Wealth Division

I am compelled to express my deep disappointment with the service I have received from First National Bank, particularly as a Private Wealth Customer. Last week I made an in-store payment, to my dismay, the transaction was declined, yet the money was debited from my credit card.

Immediately following this unsettling experience, I sought assistance through the secure chat feature. The consultant advised me to complete a credit card dispute form and promptly email it to the designated dispute address at FNB. Despite adhering to this process over a week ago, I am disheartened to share that no one from FNB has reached out to offer any assistance or clarification on the matter.

In my pursuit of resolution, I have sent follow-up emails and revisited the secure chat for guidance, but regrettably, my efforts have yielded no results. What adds to my frustration is the conflicting advice I have received, including being instructed to request a refund from the vendor for an amount that was clearly declined during my card swipe. The vendor has diligently checked their records, confirming that the transaction was not processed, and I possess the declined slip as further evidence.

I implore FNB to address this matter urgently and reevaluate their customer service protocols. It is disheartening to witness such a disparity between the premium services promised and the reality of the service received. FNB needs to do better, and I sincerely hope that swift and corrective action will be taken to rectify this distressing situation.