Delayed Refund and Inconsistent Service

Case References: CAS-***9-K6N6X3 | CAS-***4-G2X7G5

To whom it may concern,

I am writing to lodge a formal complaint regarding the unacceptable delay and poor service I have experienced concerning two accidental transfers made to my Credit Card account instead of my Cheque account on 30 December 2025. Despite logging two separate cases on that day, this matter remains unresolved 13 days later. My experience with your customer service agents has been consistently poor and contradictory: Inconsistent Information: Every agent I speak with provides a different version of the process or the status of my refund. Service Disruption: Today, an agent finally asked for the destination account for the refund, but the call was disconnected before completion. Lack of Accountability: Upon reconnecting, the next agent ignored the previous progress and simply stated the matter would be "escalated" again. I find it unacceptable that FNB is holding my funds due to a simple internal transfer error. The lack of feedback and the repetitive "escalation" process without resolution is a failure of your commitment to customer service. I require the following actions immediately: The immediate transfer of the funds from my Credit Card account back to my Cheque account. A formal explanation as to why these two cases have remained unresolved for nearly two weeks. Confirmation in writing once the refund has been processed. Please note that if this matter is not resolved within 48 hours, I will be forced to escalate this complaint to the Ombudsman for Banking Services. I look forward to your urgent response.