***** DEPARTMENT- FNB IS USELESS

So my employee was at work with me on 1 July 2025, busy doing a facial for her client when the transaction messages started coming through of purchases being made on her card. She then immediately phoned FNB and ask the operator to stop her card, as they are on the phone, the third transaction went through, the operator even commented that I can see they just did another transaction. She stopped the card. She said it will now go through to the ***** department and they will investigate and then pay it back. It has now been a month and several mails, phone calls, dropped calls from FNB and numerous times being transferred from one department to another, some lady at FNB tells her that she can read her the findings: that is, they are not paying back the money to her because she used her virtual card, she firstly doesn’t use the virtual card on her phone, secondly she was at work busy with a client and thirdly why and how could she then phone the bank to stop her card and then another transaction goes through. The operator then mentioned that she then probably used her smart watch…. She doesn’t own a smart watch and once again she was as work busy with a client, she couldn’t go on a shopping spree while in a facial room,working. That was the end of it and said to her, she can dispute it but they are closing the case. O my word, how do you dispute a ***** department with this crazy end results. It shouldn’t even have gone to this findings, that is just stupidity. This morning we started phoning again to see how we get to the dispute department, that took 2 hours on the phone and 7 times explaining the same story from start to finish , 7 times dropped calls and transfers from one line to another. How on earth do you communicate with FNB? that’s as impossible as finding a chicken with teeth, non existent. We even did a complain on the app and mailed the “care” department. I’m disgusted. This is people’s food and transport money and this is how FNB looks after your hard earned money. Case nr: *** Martha: ***