Failure to Reverse Disputed Debit Card Transaction and Poor Communication

FNB (First National Bank), Debit Card Transaction Dispute/Reversal Date of Original Transaction: 30 September 2025Transaction Amount: R 679, The reference number in the subject line: ***]

I am lodging a formal complaint regarding the failure to complete a transaction reversal and the subsequent lack of communication from the FNB Debit Card Disputes team.

📝 Details of the Problem The Dispute: I initiated a dispute for a debit card transaction on 08 October 2025 04:43 PM

Lack of Progress: Despite submitting the dispute, the reversal has not been processed.

Communication Breakdown: I have made multiple attempts to follow up. On [Day, Month, Year of Amanda's email: Thursday, October 23, 2025], I received an email from "Amanda" at *** requesting "proof of cancelation with a clear date of cancelation visible."

No Follow-up: I responded to this request, stating, "That is the status on the platform, since I have been trying to engage, there has never been communication from their end." This highlights that the team is only sporadically engaging with the issue, despite my repeated attempts and the urgency of the transaction reversal. The lack of proactive communication has left the matter unresolved for an unacceptable period.

I have made a request for this reversal because the service was upgraded to premium and I was instantly debited with my consent, typically that is how subscriptions work however that does not mean that they are always valid.