Bad handling of transaction dispute by FNB/ Poor Service from a Banker

FNB mistreated me on my transaction dispute, send me from pillar to post without any resolution. I am writing this letter to formally register my deep disappointment and frustration with the level of service I have received regarding an unauthorized transaction on my account. As a loyal, long-standing First National Bank customer who pays substantial monthly banking fees, I expect a basic level of protection and support when ***** occurs. Instead, I have been met with total indifference and a dismissive, automated customer service experience. In the first week of August, I identified an unfami**** charge from Amazon on my account. I do not shop with Amazon and have never authorized this transaction. When I alerted my private banker to this *****ulent activity, I was simply told to dispute the charge via the FNB Banking App. I explored all the available options but failed to resolve this issue. This transaction was originally done on the 24th of July 2026, and fully processed on the 28th of July 2026. I escalated this auto responses to my Banker Ruan Lubbe for the second time, and he decided to go mute on me. This is not acceptable at all. However, the app's dispute system is completely unequipped to handle unauthorized third-party *****: • Flawed Dispute Options: The dropdown menus force the user to select reasons such as "goods returned to merchants" or “transaction not settled by card etc “- None of these options are applicable to my situation since I did not authorise this transaction and have no knowledge of it. • Logical Impossibility: It is impossible to provide an invoice, order number, or delivery proof for a transaction I never made in the first place. Despite explaining this logical contradiction to both my banker and the FNB ***** Department, I continue to receive identical, copy-paste responses demanding receipts for a charge I did not authorize. FNB's rigid process effectively shields *****ulent merchants while penalizing the account holder. We have been going back and forth for weeks without a resolution. It is deeply alarming that a bank boasting top-tier security appears to facilitate unauthorized debits by refusing to investigate genuine ***** cases unless the victim provides paperwork from the ****mer. I demand the following actions immediately: 1. An immediate manual review and reversal/chargeback of the unauthorized Amazon transaction. 2. A formal investigation into why FNB staff repeatedly failed to escalate a clear card-not-present ***** case. 3. Written confirmation that my account is credited with the amount which was originally taken If this matter is not resolved satisfactorily within 5 business days, I will escalate this complaint directly to the Ombudsman for Banking Services (OBS) and begin the process of moving my personal and business banking accounts to another institution. I look forward to your urgent response.