FNB Credit Card clients not protected against ***** or non-delivery

More than two months after notifying FNB that a service paid for by FNB Gold credit card has not been delivered, I am no closer to receiving any help from the bank to recover my money.

FNB does not seem to care about their clients and their contempt for clients is exacerbated by ANONYMOUS correspondence, in which the sender's name is not even mentioned and the client is not addressed by name either.

In November 2017 I purchased an online voucher for an open top bus tour in Rome, paying by FNB Gold credit card and believing my purchase was protected. On 9 December 2017, this voucher was refused by the bus operator and I was required to pay again. I immediately wrote to Capital Tourism Management from whom I purchased the voucher and to FNB by email to report non-delivery of a service paid for by credit card. Capital Tourism Management failed to respond to repeated emails and FNB instructed me to wait at least 30 days before they could act. On our return to South Africa, I have repeatedly sent emails, together with the completed claim forms and all relevant documentation, to FNB. To date, no action has been taken whatsoever to assist me in getting the money back. Every time I write to FNB, I attach the full history with all my particulars, but despite promises from FNB Premier Banking that the matter will be dealt with by the credit card division, I receive ANONYMOUS responses from FNB Credit Card department that "due to limited information" they do not know which department to refer it to! (In spite of the fact that the FNB email claiming insufficient details has a PDF document with full details attached!) Do FNB staff not bother to read past the first line, or even their own attachments? Is the bank so fractured that one department does not know what the others are doing? Does FNB card department ignore enquiries forwarded to them by their own bank? Or are they simply hoping to wear out clients to drop the enquiry?