Failed Transactions & Funds Deducted

I am writing to lodge a formal complaint regarding a highly frustrating and humiliating experience I had today while attempting to use my FNB virtual card.

This afternoon, I took time off work to do my Black Friday grocery shopping. I exclusively use my virtual card, and despite having sufficient funds, all four of my transactions were declined at the till. I was forced to unpack my entire trolley in front of other shoppers — an embarrassing and unnecessary ordeal.

What is even more unacceptable is that the four declined transactions (each for R2,599.71) were still deducted from my bank account. This is completely unreasonable and has caused both financial and emotional distress.

I am deeply disappointed with FNB’s service. This experience has not only inconvenienced me but has also ruined my Black Friday plans.

I request the following: 1. Immediate reversal of the four incorrect deductions totaling R2,599.71 × 4. 2. A clear explanation of why my virtual card failed despite sufficient funds. 3. Assurance that this will not happen again.

I expect urgent feedback and resolution.