Ask for a eft refund when you see a fnb card machine - refund functionality doesnt work and it takes 2,5 months of constant follow up to resolve

2,5 Months ago i done a simple refund transaction on a FNB card machine. The merchant banks with FNB and so does the customer. You would think this would be a simple transaction considering that the card machine, merchant and customer are all with FNB. The refund amount was taken from the merchants account and not settled in the customers account. After 2,5 months of consistent follow up from the Merchant and Customer, yes we got no feedback from FNB unless we followed up or enquired on status of progress, the customer was settled. This involved the customers private banker getting involved, numerous empty promises of settlement, numerous escalations, a request to complete a form(which the customer declined), customers card details being sent around on email(so much for secure banking).

Customer has requested feedback as to where this failed in the system and why this has taken so long to be rectified. Also waiting for feedback as to how this will be corrected going forward. Also waiting to find out if the customer will be refunded the interest FNB charged the customer on outstaning balance that is owed to the customer by FNB, yes customer paid interest on this amount as it came from the customers credit card.

In simple - ask for a eft next time doing a refund when you see a fnb card machine