FNB Credit Card ***** and Refusal to Refund

Credit Card ***** - My wife, JW Pretorius, has now been de*****ed twice on her Credit Card. Message sent via e-mail to FNB *****: -"I wish to again report several *****ulent transactions on my recently received Credit Card Statement. These were identified on the Card Transaction List on the 21st March @ 11h45, and the card was immediately blocked with FNB ***** ***-*** [sent via sms]; Report Reference Rp*** JW Pretorius Notes to FNB *****: "If I recall correctly, this new replacement card was collected from Clearwater Mall FNB on the 11th March 2026 after being previously retained by an ATM and has not been used for any transaction as I have been home recovering from Dental Surgery since collecting the new card the following day. This must be the 3rd or 4th instance of *****ulent transactions at the same general site – Westgate Mall. All the transactions are less than R500 and thus only require a “successful tap & go action" by the *****ster/s. This brand new card has not been exposed to the possibility of cloning as it has been in my wallet since the receipt date as noted above. I believe FNB has an internal problem where cards are duplicated and used in the "tap & go action" transactions. This can be the only explanation for this recurring problem." After a lengthy delay we received a FNB ***** Letter dated the 15th April 2026 stating that the ***** could only take place via PIN input on a cloned card. FNB ***** declined any refund based on this argument. This was rejected as follows: "I reject this outcome in totality. You have not read my *****-transmitted e-mail at all. 1. This was a new card. 2. The Card was in my possession at all times. 3. The PIN was only known to me and not shared. 4. I was ill at home during this period of *****ulent expenses at Westgate Mall. 5. All the expenses were < R500 for which a PIN entry was/is not required, only a "Tap&go". You are ducking this issue and not accepting the risk associated with expenses < R500, which does not require a PIN!!!!!!!” FNB ***** rejected this response and I then asked for the *****ulent transactions list clearly indicating where the pin was indeed used as per FNB *****'s stance. We still await FNB *****'s transaction list, despite sendin, almost weekly, an e-mail reminder to provide it. I also phoned the contact number provided by FNB ***** and was transferred from one call centre individual to another over the following two hours on-line. My wife has now stopped using her FNB Credit Card as we await this list from FNB to prove the PIN was indeed used as per their stance, and respectfully obtaining a refund