***** department failed me

ON Wednesday the 4 September I received a notification that R500 was taken from my account and reference was Uber Trip. I was home and I never use Uber for anything.

Immediately I phoned FNB to see if they can reverse the amount, but I was told, it was to go through ***** department. I was transferred to them, and I spoke to a consultant by the name of Khothatso. He said to me card will be canceled and case will be opened. He further said I will receive an SMS with case number, while we were on the call I received and SMS confirming card cancellation and I advised him that the case number I haven't received. he said it should come within an hour.

Late in the day I went to the branch to get a new card and the lady helping me said case number you don't get an SMS but it was supposed to have been given to me on the phone, she then gave it to me.

On Friday, 06 September I tried following up and I spoke to Mathapelo whom told me that number I was given at the branch is not case number but reference number. She said I must again on Monday, and she will see what did the first consultant do because clearly no case was opened.

Can someone assist me as I need my money.