***** Dept hits rock bottom

I have recently been upgraded to a Private Wealth client. For me, this meant an even better and personalized experience. Unfortunately, this has not been the case. On the 27th June, I picked up irregular transactions on my personal credit card (i just received this card 2 weeks earlier). There were transaction made in CT, but I am in Gauteng and have the card with me. I called the ***** dept, e-mailed them and had a secure chat to cancel my card and make a ***** claim. I did not receive any reference number except for the call ref. Two weeks later I decide to follow up as I have not received any feedback. I was told that claims usually take 14 working days. I asked for the reference number and they could not provide me with one as they have no record of it. This meant they have not even conducted the claim as there was no reference details. Last week I sent a complaint on the FNB platform to ***** Dept - hoping I will get some resolution. I got an automated reply saying they will contact me within 24 - 48 hours. A week later and there is no calls or any communication. As for the secure chat, if the consultant is unable to resolve an issue, they just cut you off without any notification and say chat is closed. Having being a loyal client for more than 40 years, I can only express my dissatisfaction and am considering giving another bank a chance to manage my business.