BAD client service for ***** cases on Credit Cards

My ***** case reported on 3 Dec. has been choas from the start. I had a ********** transaction going off from my Credit Card on this day for FreeMobile Paris R18,521.54 (EUR 1151). Even before the transaction went through and there was only a reservation (immediately) I contacted the bank's ***** call-centre. (ICF 2 ********** 13 / ICF2 ********** 91) For some reason a duplicate case was created by FNB which added to the confusion. I was told that it should be resolved in a maximum of 10 working days.

I phoned on twice in December and twice in January to enquire about the status of this case. No satisfactory response was given except that the case investigator is on holiday and nobody knows when he will return. It's been escalated, given to management etc. The last information given was that a OTP was given for this transaction. It is absolute nonsense, I have not given any OTP for this in any way. Why would I call the bank even before it went through if I authorized this? I have no idea who FreeMobile is, nor what they do or why this went through. This was not negligence in any form from my part. I was not contacted ONCE with regards to this case.

Something that should take 10 days has been going on for 35 days now! FNB - How can we help you? Apparently you cannot help me with ***** of R18,521.54 which is a huge amount of money in my books.

On 6th of January I also had to make an instalment for this ********** amount which is actually disputed but if I don't make the payment, I risk a further interest amount and bad payment record consequences.