BANK NOT TAKING RESPONSIBILITY AND DOUBLE CHARGING ME.

Good Day

I want to express my frustration and dissatisfaction with this bank. My nephew was able to debit funds from my virtual card without my approval on the 23rd of May , 2025. I have never made so many transactions, I was not notified and I did not even get an approval message from them.

I contacted the merchant , Apple and they were able to reverse the funds back into my account within 2 working days. The bank debited the money from me , again without my approval on the 26th of May 2025. I go back to the bank and we log another case. I then get a call from the team leader , Leandre(sp) or Leanne on the 9th of June telling me that my case has been refuted.

This was all confusing because how are you telling me my case is refuted when Apple returned the money and the bank takes it back from me only for them not to return it ? Then proceed to charge me for my monthly bank charges? This back and forth has been going on for a month now with service providers like Sean and Joan from the ***** department ( who don’t attach their surnames and don’t reply to emails.) Lea Ann (who hasn’t been truthful and nonchalantly giggles on calls when I’m expressing my frustration)as well as Mavanyisi Rixongile who led me to believe that she was doing her best to assist me only for her to go MIA and last but not least, Mahadi from disputes who closed the chat on me while we were still talking. It’s people like you who make situations like these unpleasant for customers , please do better next time.

It does not look like I am going to get compensated for being debited twice but I just want the next person to know what they’re getting themselves into when signing up with FNB. If you have a virtual card I suggest you close and delete it because it won’t and doesn’t serve you. The bank won’t take responsibility and you will be on your own. They will make you look crazy and will gaslight you. They will compensate you with petty cash for things like international charges and new card charges. I mean , how the hell are you charging an account that’s under investigation?

Nevertheless, I’d like to thank the bank manager, Sandra by trying to sort it out. My banker , Mosele as well as Owen and Sebolelo. Your efforts don’t go unnoticed. As for your employer , DO BETTER!