Don't entrust FNB with your money

I planned a trip to the United States, and made a booking to stay in one of the Hilton DoubleTree hotels while there. I paid for my hotel stay months in advance using my FNB Credit Card when I made the booking online (via the Priceline website). I received an e-mail confirmation of my booking, which indicated that full payment was received by Priceline. When we arrived at the Hilton Double Tree hotel on the 30th of May 2023 to check in, they had our reservation on the system and we could check in with no issues. The person at the front desk told me that she needed my credit card to reserve an amount of USD150 as security deposit, which will be reserved if all was in order at check out. When we checked out on the 2nd of June 2023, I handed back the room key card and I was told all was in order with my bill. A couple of days later I received an e-mail from the hotel with an invoice attached. There was also mails from FNB showing that an amount of R13,453.40 was deducted from my credit card by the Double Tree hotel. The hotel essentially charged the full 3 night stay to my credit card, despite the fact that I paid in full many months in advance. I therefore paid twice for the same 3 nights, both Priceline and Hilton charged me.

When I got back to South Africa I called the Priceline contact centre numerous times. Usually they will let me hold on for up to 20 minutes to try and contact the hotel and resolve the issue. According to the Priceline agents, the hotel did receive the payment, and the hotel needs to refund me. I also made numerous calls to the hotel to resolve it, and they just refer me back to Priceline. The international calls to resolve the matter was getting very expensive, and I was just being sent from pilar to post by Priceline and Hilton. Hilton eventually refunded an amount of R496.67, which is not even close to the R13,453.40 that was charged to my account.

I then thought surely my bank (FNB) will be able to assist me. After numerous mails to the ***** and Disputes department, with a full breakdown of what has transpired and evidence of all the transactions, I got no closer to resolving the issue (those ***** / Dispute people are useless). I then thought I’ll contact my private banker at FNB to see if she could assist, or put me in contact with someone that is able to assist. The private banker sympathised with my situation, and told me that she’ll send a dispute form to my mail address which I need to complete and send back to her. Weeks later, and I still haven’t received the dispute form. I have since tried to call her again a couple of times, but no answer.

It is a sad day when the bank who we entrust with our money, fails dismally to protect our money. For that reason I’ll be switching banks. I no loner trust FNB to look after my financial affairs, and the service I receive as a private wealth client definitely does not justify the cost.