Extremely Unhappy with the Lack of Support

This is with regards to ***-***. I am getting no answers from FNB's ***** department whatsoever. Questions just get flat-out ignored, so let me explain the situation so that HOPEFULLY someone at FNB sees this and tries to assist me.

These funds were for a deposit on a house, which we're about to lose due to all these delays.

I got an email from Yoliswa Doyisa (***** team leader) on 3 July, stating that FNB has successfully recovered my ****** funds (from an Absa account) and that my money would be returned to my account within 7-10 working days.

Here's part of that email: "The recovered funds were processed into your FNB account within 7-10 working days, with reference number ***."

Tuesday, July 18th I asked for feedback, as the funds haven't reflected yet, 11 working days at this point. I got a response from Thandokazi Mqalu (***** consultant) saying that they'll escalate it urgently to ABSA.

Thursday, July 20th, we phoned and spoke to another team leader, who said that Thandokazi only escalated the matter to Absa on the 20th, just before we phoned in after our emails got ignored, not like she promised to do on the 18th.

Friday, July 21st we got a response from Thandokazi stating: "Please be advised that Absa has confirmed that the funds will be credited to your account within 24 hours."

Monday came, and still no funds. I emailed Thandokazi again and copied in Samantha Malgas and Chelsea Borcherds (2 other team leaders since Yoliswa, Thando's team leader, was unavailable).

Thandokazi responded, "Please be advised that Absa informed that the repatriation of funds has been processed. I have escalated the matter to them and made them aware that it is urgent."

Samantha Malgas responded, "Please be advised that we have received feedback from Absa. It is advised that they are in the process of repatriation and funds should be received by Wednesday."

Wednesday, 26 July I notified FNB yet again that funds aren't in my account yet, asking for a FOURTH time whether there's a someone at ABSA I can speak to regarding this matter, and whether there's a reference number for all their interactions with Absa, to which they responded with: "Please note that we’ve escalated the matter to Absa management and have asked on the issue of the delay. We have asked them to urgently give us feedback on when exactly the funds will be credited to your account."

Again, ignoring my question of WHO CAN ASSIST ME for a FOURTH time, not giving me any names or reference numbers. It is the THIRD time I was given a date and here I sit, still waiting for someone to do their job and hope for the best. Not being able to sleep at night for fear of losing my first house my family, especially my 8-year-old son was VERY excited about purchasing.

This is how it's been going for 3 weeks now.

Unacceptable customer service. Can someone PLEASE provide me with SOLID answers, not guesses (what it seems like) I've also asked NUMEROUS times to be called back, leaving my contact number in many of my emails, not a SINGLE person phoned me to explain what's going on.