Being billed for Data bundles on failed Transactions

I wanted to avoid doing this as I would have hoped it would have been resolved but unfortunately it's clear that after a month of waiting and calling FNB, nobody at FNB seems to understand the actual problem/dispute I initially logged.

I had made a purchase for 3gb data through the mobile app on the 18th April 2018 to the amount at 11:40am. I was then told it was unsuccessful & i should check my balance before attempting again. After checking & confirming that nothing had went through i attempted to try again & the same problem happened. I had then attempted to purchase data on my PC & it had failed during when it came to the point where i was asked to verify/approve the transaction through my phone.

I had tried again again & on this attempt the transaction was approved when i was asked to verify/approve the transaction on my phone. I had then proceeded to buy airtime.

At 11:50am i had then received a flurry of SMS's from Vodacom saying that my 3GB data bundles had all been loaded. The transactions that I was told had FAILED through the app & PC had now somehow all gone through & i was charged for 9Gb of data when i only wanted 3Gb (expires 18-may-2018). This means that instead of being charged R299 (or 2990 ebucks) I was charged a whopping R897 (or 8970 ebucks) for data i didn't ask for.

I had immediately called the helpline where i was attended to around 12pm. I was then told that there was a technical fault & the systems were down. I couldn't through to FNB for the rest of the day as a result. I then contacted FNB on the 19th April 2018 twice & explained my problem to two different help line employees clearly. I was given two reference numbers (Rx ********** 8389 & Rh ********** 3947) & i was told that i will be contacted after it was investigated.

I had not heard any feedback since the day that i logged the fault. On the 18th May 2018 (the day the data expires) I had received a SMS from FNB ( ********** Q) saying that a refund will be processed & it will take 2-5 days. I didn't mind that the extra data that i was charged for expired because i was going to be refunded for it based on the SMS i had received from FNB.

After a week of waiting i had then contacted FNB on the 28 May 2018 at 10:10am again to find out what is going on as i have not received my refund for the extra 6Gb of data that was charged for. I spoke to a Shannon who told me that the matter was escalated & is being handled by a Nicky & that she will contact me at around 11am (ref RQ ********** 1246). The business day ends with no one contacting me.

Today i contacted FNB again at 13:42. I spoke to a polite assistant who then went to speak to Nicky to confirm the status of the issue. She then told me that the matter was closed as Vodacom had issued me with my data bundles that i purchased. It turns out that the lady handling my case didn't understand my case at all & took it as "data that I had purchased on that day was not issued to me by Vodacom but upon investigation it shows that Vodacom has issued me with the 9Gb that i purchased". I had to explain my issue again to the lady who was helping me & she said she will convey the message to Nicky. I had asked that Nicky contact me to clarify my issue/dispute. Nicky has yet to do so. How hard is it to understand that I simply want to be refunded for 6Gb (R598 extra or 5980 ebucks) of data which I was charged for on a FAILED transaction as a result of a SYSTEM ERROR on FNB's side. It has been over a month & nobody seems to understand what the issue was. It is ridiculous to have to make requests to have people call you to clarify the problem & no one from FNB cares to follow up. I am looking for feedback & a speedy resolution from someone at FNB that actually cares about it's customers. I have been very understanding & patient with FNB but this is ridiculous.