FNB Credit Card ***** incompetence

Logged an FNB ***** Case on 31 January 2021.

Case was assigned to Credit Card ***** for investigation.

While under investigation the below transactions were seen on my account: • On 02 February two (2) credits onto my account of the 3 transactions related to the ***** case. • On 03 February two (2) debits of the same 3 transactions related to the ***** case. • On 08 February an extra debit of the same 3 transactions also related to the ***** case.

Below are conversations I had with FNB Credit Card ***** department while trying to resolve the issue:

• Called on the 09 February at 09:34. Spoke to Kevin. o He told me that he is escalating the call and will give me feedback by COB on 09 February. No feedback received.

• Called on the 12 February at 08:20. Spoke to Nthabiseng. o She tells me that my case is still under investigation. o She also said she is escalating to management. o After I refused to be transferred to someone, she tries to explain to me that a debit is a credit and a credit is a debit. which was incorrect. Not sure where she got her understanding of the meaning of debit and credit. o She was then rude and put me on hold while I was still talking for about 9 minutes. o She eventually comes back and tells me that Happiness in the Credit Card department made the error and she will transfer me to her department to find out why. o She then continues to say that she will write an email and cc myself to show that the matter has been escalated. No email and I was not able to get through to Happiness after numerous re-tries.

• Called again on the 12 February at 11:05. Spoke to Thabiso. o He puts me on hold for 7 minutes while trying to find out what is happening to the case. o He eventually comes back and tells that my case was finalised on the 09 February and I have been cleared as a victim of *****. This now means I am supposed to be refunded the 3 transactions related to the ***** case. o He wanted to escalate again, and I said NO I wanted to speak to someone who can resolve my issue immediately. o He then transferred me to customer general enquiries / complaints but nothing, had to drop the call.

• Called again on the 12 February at 11:25. Spoke to Kevin. o He puts me on hold for 3 minutes while trying to find out what is happening to the case. o He comes back and says that my case is sitting with the finance department. o He then says he is escalating again while apologising for the inconvenience and I again refused and ask to speak to a manager. o I am then told that a manager will call me within an hour. At this point the time was 11:41. o I waited until 14:00. MORE THAN TWO HOURS LATER, NO CALL

What happened to being polite to a customer? @ Nthabiseng from Credit Card ***** department??

Why was I charged to replace a card in which the error was on FNB’s side?

When will I be refunded the ********** transactions? I am now in a worse situation than when first reported this issue. I have now been debited four (4) times and credited twice (2)

So far, trying to resolve this issue has cost me almost a R100 of airtime if not more. I don’t even know if I will be compensated due to the incompetence of FNB??

Is FNB MISLEADING us in a DEVIOUS way by saying they are escalating an issue?

Are they hiring *********** people who play around with accounts without consequences while a customer suffers?

Is this their TWISTED way of saying how can we help you??