1 reviews | Active since Oct 2021
FNB Card dispute Not resolved,no refund, secure chat pointless
The FNB card dispute department together with the Secure Chat agent will not assist you with anything.
I have logged a card dispute with FNB Card dispute department on the 06 September 2025, and to date it is not resolved, and I have not received my refund. I made countless follow-ups with the card dispute department on email, they claim that the amount has been released to my account yet no money has been refunded to my amount, the amount still appears under pending Authorisations.
The secure chat team keeps saying they have escalated the matter and I should allow 48 hours to receive feedback, after every 48 hours a new escalation is made, yet no refund is received.
It's been over a month, still no refund at sight, the branch cannot assist as this department is not in the branch, I am told to wait a further 7 days after over a month. I have been nothing but patient with this, and don't know what else I have to do to get assistance.
My case 3 reference already: 1. REF:*** 2. REF:*** 3. CAS-***4-P5H4F9
I got case number from the hello peter team of FNB, they mentioned they will endeavour to resolve my issue before 5 days, which meant I would wait until 23rd October 2025. On Friday 17/10/2025, I received a call from this team acknowledging the complaint, and they mention they will give feed back by Tuesday 21 October 2025. Guess what hours later they acknowledge the complaint, they closed it without explanation.
Email I received read :
"Customer Care <***>Fri, Oct 17, 3:32 PM (4 days ago)
to me
Dear Customer,
Thank you for allowing us the opportunity to investigate your matter.
This notification confirms that your complaint has now been closed.
Should you have any concerns, please call ***.
Regards,
FNB"
I got case number from the hello peter team of FNB, they mentioned they will endeavour to resolve my issue before 5 days, which meant I would wait until 23rd October 2025. On Friday 17/10/2025, I received a call from this team acknowledging the complaint, and they mention they will give feed back by Tuesday 21 October 2025. Guess what hours later they acknowledge the complaint, they closed it without explanation.
Email I received read :
"Customer Care <***>Fri, Oct 17, 3:32 PM (4 days ago)
to me
Dear Customer,
Thank you for allowing us the opportunity to investigate your matter.
This notification confirms that your complaint has now been closed.
Should you have any concerns, please call ***.
Regards,
FNB"