Duplicate Transactions on the 29th June 2024

Dear FNB,

I had transactions on the 29th of June 2024 run successfully on my side but fail on the merchants side. Three transactions to be specific.

I went to the bank, called your credit card department and I was informed there was no system issue that the issue lay with the merchants. I was advised to log dispute claims.

I gave Msizi (Gateway FNB) my forms however when I followed up during the week no claims had been sent on my behalf. I personally then submitted the claims on The 3rd of July 2024 (ref:***). Later that evening I received an InApp notification from FNB apologising about the duplicate transactions, they further stated that they would reverse all authorisations and all charges incurred during this period.

Between this time one of the invalid transactions was banked (this is how I found out none of my disputes had been submitted).

When I followed up on the reversals I was told the banked transaction would no longer be resolved under the “duplicate transactions” issue.

Today the 5th of June 2024 one of the two remaining transactions was reversed. Once again I followed up and I was told by your team that the remaining transaction was awaiting to be banked by the merchant. I asked how this was possible as it was also invalid as I left with no goods from this store. Once again I was told I needed to log a dispute claim, I gave them my reference number but they did not even bother to check what the current status is.

I had to log these disputes manually (via form > email) because I cannot see these transactions in the applications “report dispute/*****” section. I cannot see the final pending transaction and I cannot see the banked transaction.

Who is supposed to fix this issue?! Why am I doing the run around when it was your system that failed me? Why does your team not know what is going on?

I even asked to show Antonio the proof off of my apple pay history to show that two of the transactions had declined later in the evening of the 29th, the response was they do not see/take screenshots? Uhmm why do you have an attachment option? With the camera available? And access to my photos is available as well if the functionality is useless?