Breach of Consumer Protection Act

I purchased electricity for the first time online via my online banking facility. I did not receive a notification of a pin or confirmation of a pin. I get told that I need to click on a question mark at the top of my browser to access the user guide to know how to use the electricity purchasing facility on my online banking and now FNB will not refund me the amount and I have subsequently manually purchased electricity elsewhere.<br> There is no direction on the web page to direct a purchaser of the instructions or procedures of the purchase or the functionality of the facility.<br> I get told and I paraphrase, \This is not FNB's problem. The general user guide for online banking is available for me to read."<br> I as the consumer and long standing client of FNB need to smell that I need to click on a question mark in order to get consumer purchasing details.<br> I will be raising this with the ombudsman."""