"Cancelled" FNB private wealth ongoing credit card *****.

FNB is the worst bank ever. They have zero care and respect for their clients. Being a private wealth client is just a **** to get you to pay expensive bank charges for absolutely nothing. I apparently have a "private banker". His or she is not reachable, not helpful and takes two weeks to reply to emails. I have emails to support and or back this up.

I was ****** in December 2022, my handbag with all my bank cards, cellphones, identity card etc was taken. I immediately called the *****line, it took about 15mins to speak to someone, money was withdrawn from my cheque account but cards were cancelled and internet banking also blocked. Approximately 2 weeks later I noticed that the people who took my handbag were using the "cancelled" private wealth credit card to pay tollgate fees. I immediately called FNB *****line again to report this, the gentleman i spoke to explained to me that the system used at tollgates is ancient and it takes long for it to pick up that the card has been cancelled. He reassured me and told that I'd be refunded in about 72hrs etc. I was never refunded but I also never followed up on this as the transactions amounted to about R300. I felt like i was going to spend more money on airtime on the phone waiting for them to answer and narrating the story, also, the transactions had stopped so i was happy.

Yesterday (07/09/2023), I noticed that my credit card balance is going up rapidly and I don't use my credit card often. I then checked my statement and discoververd that these people started reusing the "cancelled" credit card at tollgates again, since the 27 of July 2023 (7 months after it was "cancelled"). This time they are swipping it on a daily basis, approximately 6 times per day.

I called FNB *****line again, I was sent from pillar to post, they take so long to answer the phone. I spoke to someone, who helped to open a "new case", case number ***. She told me that it takes 7-10 days for ***** cases to be investigated. My issue/ concern is that the transactions are happening on a daily basis, these people are crossing 6 tollgates daily, interest is being charged on this. I asked her as to what do I do in the interim whilst the case is being investigated as the transactions are still occurring? She rudely said that she doesn't know. I asked her to redirect me to someone who knows and can assist. I spoke to someone from card ***** department and got cut off whilst explaining to her and her making me hold whilst she checks on her side. She didnt bother to call back. I then rushed to a branch, they called frauline again and needless to say that nothing different happened.

There are more transactions today, i tried the secure chat, all I'm being told is that I'll know the outcome after 7-10 days and that the matter can only be escalated after 7-10 days. I don't know where to go or who to reach out to to help me stop this. I'm worried and stressed, I can't work or focus on anything, I keep checking my app every 5mins. My bank does not care, my concerns are falling on deaf ears.