FNB Debit Card Disputes not helping and delay tactics.

Greetings FNB,

Please be advised, the services level at FNB Debit Card Disputes is not up to scratch. I am very annoyed with the slow feedback let alone not tending to my explicit instructions for days at end.

I have submitted a number of disputes and requested charges to be reversed. It is Bolt Services SA where the drivers change the quoted amount, and charge ridiculous waiting times, in fact de*****ing the person who rides with them. A 2-minute window is allowed before they can start their waiting time charges, however, these drivers start charging even before the ride has opened the door. Further to the above, the price quoted for a ride is also changed by the drivers. I have had enough and I explicitly requested Debit Card Disputes to reverse these charges.

I am the client, it is my account and if I give explicit instructions to reverse a transaction then I expect my bank to act accordingly.

Since 29 November I am waiting for Debit Card Disputes to act accordingly. Yesterday I received an email giving me a thousand words about Visa/Mastercard requirements. To add to it all, I have attached an excel spreadsheet in PDF format for Debit Card Disputes which clearly indicates the problem between quoted price, the price the driver then changes, and adding waiting time ************ly which is not applicable. 2 minutes waiting time is allowed without charge, and how do I know that, because I contacted Bolt Services SA, waited for ages, followed up again and again and eventually in the end they rep****. How many times must a rider beg for assistance and wait and wait for ages for a reply?

To add insult to injury Debit Card Disputes also come with their nonsense. I have completed the Debit Card Dispute form/s, and I've added the self-explanatory additional information.

Here is a copy of the email from Debit Card Disputes: From: <***> Date: Thu, Dec 1, 2022 at 6:16 PM Subject: FW: Unauthorized Debit Card Charges - Bolt Services ZA - [External Email] [REF:***] To: [email address removed]

Good day

According to VISA/MasterCard requirements, the customer is required to make contact with the merchant first to try and resolve prior the bank getting involved. The bank cannot cancel any transaction on behalf of a customer.

Kindly contact the merchant directly and request them to refund your account.

Regards Bianca

First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20).

Consider the effect on the environment before printing this email.

~End ~

I have done everything required of me when requesting charges to be reversed.

My instruction is clear, reverse the charges. I endeavored on numerous occasions to communicate with the merchant, via Hello Peter, email, and social media, to no avail. I am not here to monitor Bolt Services SA drivers, and I will surely not be ********** financially by their drivers either. Bolt Services SA can take it up with me, if they ever wake up to what is actually going down on the ground.

I am a senior citizen. I expect these charges to be reversed with immediate effect before the closing of business today. Please instruct Bianca at Debit Card Disputes to act accordingly.

If this is how a client is handled perhaps it is time to start looking at Discovery Bank, I believe they are brilliant in taking care of their clients.

Regards

Mrs. D C Engelbrecht