Charged for expired card replacement

I recently returned to South Africa after being overseas and discovered that my Global Dollar card had expired. I contacted FNB via the Secure Chat to confirm the correct procedure for ordering a replacement.

My main concern was whether I would be charged a replacement fee, even though the card had merely expired (and I still had it in my possession). In all my years with FNB, I’ve never been charged for replacing an expired card, so I wanted to clarify this upfront.

The agent informed me that the fee would be debited from my account, but that I could request a reversal by completing a Reversal Request form and sending it to ***. I followed these instructions, only to receive a response from that email address advising me to use the Secure Chat for reversals instead.

At this point, it appears that there is confusion within FNB about the correct process, and I’m left with no clear resolution. I find this quite frustrating, as it puts the burden on me to chase inconsistent information and potentially forfeit a fee that shouldn't have been charged in the first place.

Whether this is the result of a genuine internal miscommunication or an unnecessarily complex process that discourages customers from pursuing reversals, the outcome is the same, poor customer experience and lack of accountability.

I would appreciate clear guidance on how to resolve this matter and request that FNB consider waiving or reversing the fee, as this situation was not due to any error or negligence on my part.