FNB clueless

I had an online payment refunded and completed a payment reversal form in an FNB branch. The money was refunded to me, but then 3 days later, the money was once again debited from my account.

I went into the branch, and was told to cancel the card, order a new one (R90 courier charge) and complete a new reversal form.

That was three weeks ago. I am still waiting for my money. No one can give me a straight answer as to what is going on or where my money is. Premier banking refers me to the reversal department, who refers me back to premier banking. This old runaround is a joke in terms of the service I pay for, and I am very disappointed. I spent an hour on the phone yesterday, I must have spoken to about 9 different people. No one could tell me where my money is.

Side note, FNB added bank charges, a total of R67,83 and R55,60 of “bank charges” and “value added service” fees on top of the R185 I pay per month. No one in the branch could tell me why I am paying so much in bank charges.

I thought you were better than this, FNB.