FNB consistent ***** on credit card

I asked my private banker the below and received really poor assistance — along the lines of "call customer service to understand how OTPs work." Do you understand that I did not receive an OTP request when I should have? To make matters worse, I accidentally transferred funds to my credit card account, which is currently under investigation for *****. As a result, I cannot access those funds. When I asked my "banker" to please follow up on the case — as I cannot wait 30 business days — I again received a dismissive and unhelpful reply.

Good day, I am writing to formally express my serious concerns regarding recurring *****ulent activity on my account, as well as the inadequate security measures and support I have received. This is the third ***** incident on my account — occurring in November last year, on 6 March, and again last week. The frequency of these incidents, roughly every two months, raises significant concerns about the security protocols in place on my account. I would like to raise the following concerns:

Why is OTP verification not required before any transaction is processed or money leaves my account? Why does the ***** refund process take 30 business days? This has a direct and serious impact on my monthly budget and financial obligations, through no fault of my own. I was informed that my case number for today's ***** incident would be available in the app — it is not. Please provide this case number as a matter of urgency.

I have been a loyal FNB customer, but the repeated occurrence of *****, combined with the lack of proactive security measures and a lengthy refund process, is making it very difficult to continue banking with FNB. I would appreciate a prompt and substantive response addressing each of the points above. Kindly confirm receipt of this message and provide the outstanding case number urgently. Thank you.

I have since received the case number; however, I have received absolutely no follow-up from customer care — not so much as an apology, an offer of assistance, or any form of reassurance. This level of service is, frankly, unacceptable. Thank you.