Extremely disappointed with FNB ***** department

I am writing to formally complain about the handling of my credit card ***** case with FNB. I have been facing significant issues and frustrations related to this matter, and I seek your urgent assistance in resolving it.

On July 24, 2024, I received three consecutive notifications indicating unauthorized transactions on my bank account while I was working and on a Teams meeting with a client and one of the representatives from my work . Upon noticing these transactions, I immediately logged into my banking app and saw the pending transactions there as well. To prevent further potential theft, I transferred the available balance from my credit card to my cheque account as I received all the notifications within one minute of each other. I promptly contacted the FNB ***** department to report the issue, and my card was blocked. I was provided with a case number for the investigation.

Since then, I have followed up on the following dates: July 24, July 25, July 30, August 8, August 19, August 29, and September 9, 2024. Each time, I was informed that the ***** investigation was ongoing. On August 8, 2024, a representative named Matapelo assured me that the funds were refundable and that I would be contacted within 24 to 48 working hours regarding the refund.

However, during my follow-up call today, I was informed by a representative named Phumzile that I had supposedly received an email from the FNB ***** department on September 6, 2024, which I did not receive. I have requested that the email be sent to me again but have not yet received anything. According to Phumzile, the email stated that the funds are not refundable. I am profoundly dissatisfied with this outcome, as the ****** funds were rightfully mine, and I cannot afford to lose this money.

Additionally, when I attempted to contact the ***** Follow-Up Complaints department as directed, I was informed that I was at the wrong department and did not receive further assistance.

I am deeply disappointed with the level of service provided by FNB and the apparent lack of resolution in this matter.