CREDIT CARD ***** - MY BANK, FNB, DOES NOT APPEAR TO BE DOING ANYTHING OR IS CERTAINLY NOT RECORDING THE DETAILS AS REPORTED TO THEM!

I am writing this because I'm becoming quite desperate to get action on my credit card ***** case. On the 2nd March at 9.30am, I was telephoned by the FNB early detection ***** department to query some strange transactions on my credit card that morning. I was on a game drive with bad cellphone signal so I told the gentleman that I would phone the ***** department upon returning home (I was also suspicious of his call as I am of any call about banking as people say do NOT reveal any info). I immediately went home and telephoned the FNB ***** department myself and did this at10.15am on the 2nd March (please note that it took almost an hour to get through as the voice said they were experiencing a high call volume and then I was transferred to 3 different people to report the *****). During the final conversation, all the details were discussed, including the ********** amounts on my credit card that same morning, the correct transactions that I had made the day before and the blocking of my credit card and the re-issuing of a new credit card.

My credit card was blocked immediately and a new one ordered on the 2nd March. I was telephoned by CCD couriers to discuss delivery details of my new credit card. And, I could see on my online banking APP that the ********** transactions on my credit card were now held in “Detailed Balance” on my credit card transactions.

Because there was evidence that something was being done about the ***** on my credit card, and because the gentleman told me that it could take up to 15 days to sort out, I left it to FNB authorities to action and conclude. WRONG!

On the 8th March I noticed that one of the ********** transactions, a Lufthansa payment of R20 258,45 had been processed and debited to my credit card account. I immediately phoned the ***** department number – only to hold on or be transferred to other departments for almost 4 hours (the voice recording again staying that they were experiencing a high volume of calls). I started calling at 9.30am on the 8th March and was finally only able to speak to a relevant person at about 12.30pm (I was cut off several times) who eventually opened a NEW ***** case as she could not find the previous case reported on the 2nd March (a BIG worry for me)? I was NOT given a case number, nor did I know to get one, when I first reported the ***** on the 2nd March although there must be evidence of this report on FNB records as my card was blocked and a new one ordered (I did not do this on my own). I remember asking the consultant if there were forms I had to sign or an affidavit I had to sign and he said no. I did not know better and I did not ask for his name or a case number.

There were a number of ********** charges on my credit card and I noticed today, the 13th March that all of these were either credited\reversed to my credit card account or disappeared from my Detailed Balance - yay! The ONLY one that has been processed and has been debited to my credit card account is THE Lufthansa amount of R20K+. I tried calling the ***** department yet again this evening and I held on for 65 minutes – this is totally unacceptable to me! How can FNB ***** department operate in this way - is there only one human being that takes calls from customers? Surely there should be enough consultants to handle ***** case phone calls? If not, something is wrong – I pay the FNB bank charges to be serviced!

I then called again on the 14th March and again I held on for almost one hour = the voice message saying they were experiencing a high volume of calls - whew! I finally got through to a lady who looked up all the past records and asked me if the Lufthansa transaction was a ********** one - oh my goodness! I gave a resounding "YES" and it was mentioned all times I telephoned the ***** department PLUS I had done several "Secure chat" messages on the FNB app also giving all details of ***** amounts.

I am writing on Hello Peter, now desperate for help, as the ***** telephone line *** is almost impossible to get through on - and make sure you have enough airtime. Plus, I have sent several messages via the Secure chat message system APP about this problem. I absolutely understand that the ***** department need time to investigate and I'm happy to wait out that time BUT my problem is that I have either phoned or sent secure messages about the ***** charges and each time it's as though it was not reported before and it's like starting over. This is a big worry as I suspect some of these ***** consultants have the mental incapacity to record the details of the ***** and write \type these details correctly. Why after two weeks did the last consultant seem not to know that the one Lufthansa amount was ********** - was it not recorded?

I will not leave this alone until this Lufthansa ********** amount of R20K+ has been reversed on my account. I would be happy to wait if I knew that FNB were acting swiftly, reliably and responsibly on my behalf...