FNB DISPUTE RESOLUTION DOES NOT BACK ITS CLAIM

I recently had a problem getting a redund from Hotel.com due to cancellations pre lockdown. I contact FNB CARD DIVISION and I was asked to complete a dispute form and mail it t FNB DISPUTES which I did..

I was promised feedback within 7-10 working days as per return email from FNB.

Its close to a month and I have not received any feedback from FNB as yet.