ATM *****

It is with great disappointment that I have received a letter from FNB informing me that they will not be paying the amount of R10, 542 that was taken from my card on 22 December 2019. I have been banking with FNB for many years. I really have experienced a lot of incompetency from FNB in handling this matter. Firstly no consultant on the day informed me of any claim form or any proper process to be followed, it was after a week wherein I had been advised to wait for a call from the ***** department that I went to the bank to get a new card and was informed that I needed to have completed a claim form and after that I submitted the form with supporting documents and I was given a turnaround time of 7 days after a week with no response, I called the ***** department (Please note on every call to the ***** department l was put on hold for no less that 30minutes all the time) only to be informed that no forms were ever submitted. I then emailed the forms, I was informed of a 48hour turnaround time and even then, nothing I called the ***** dept again and they could really give me any explanation. I called again a third time and I was advised the forms have been received but not yet escalated and they do not know why. Then only then they say we will escalate the forms and you will receive your response before the end of the day and in just an hour's time I receive an "outcome" letter which is not even specific to me as it does not address any issues I experienced, but I received a very general letter only applicable thing was the amounts de*****ed (this is after a month of the incident). The response letter to me doesn't specifically relate to what transpired to me, it reads more like a template. FNB states that my card was not retained by the ATM but ******, I never entered a PIN so how is a card that was retained by a machine where I never entered a pin but had transactions go of on it?; the letter says transactions occurred before card cancellation but that is not entirely true, my card was cancelled timeously enough given the fact that I attempted to do it online and failed and called the line in which the call isn't at a second answered. It is untrue to say all transactions went off before I cancelled the card because another transaction went off just after the card was cancelled when I was on the phone with a consultant. I also spoke to another consultant on the phone who let me know that the other two transactions were still pending on the system and these were the amounts of R4,995 and R2,847 but despite having reported the ********** activities on my card FNB cleared these amounts for payment in a week or so I therefore request that FNB to do the right thing and pay the money I lost. I reiterate that the card got retained by the ATM machine and I NEVER ENTERED MY PIN NUMBER.