Double Deduction on Virtual Cards

I woke up this morning to find that my Virtual Card — which I use for all my online purchases — had been double charged. There are two duplicate transactions totaling around R2,000, and on top of that I received an email from FNB stating that my account is overdrawn, even though my account was perfectly balanced for the month.

After calling the call center, I was told that you are already aware of the issue, yet no one could provide any turnaround time for resolving it. That response is frankly unacceptable.

When customers’ accounts are being incorrectly charged and pushed into overdraft because of your system errors, this should be treated as an urgent priority with all hands on deck to resolve it immediately and restore affected accounts. Instead, I’m left with no clear answer, no timeline, and money missing from my account.

I expect this issue to be investigated and corrected as soon as possible, and for the duplicate charges and overdraft situation to be reversed without delay.