FNB does not have the ability to resolve issues!!

Six weeks after contacting FNB, I still have not received my refund. I have escalated the issue on HelloPeter, but it remains unresolved. This constitutes unacceptable service delivery and a failure in accountability. Should this not be resolved without further delay, I will proceed with formal escalation to the appropriate regulatory bodies.

The background: On 13 February 2026, I experienced an issue with a payment that went off my credit card, but the recipient did not receive it. I received instructions from Lebogang on My Service Suite, who advised me to instruct Fleisherei to use the following details: DESC: Fleisherei CenturVOD3NWMRJVP Auth Code: 152800 Ref NBR: **********97 Lebogang also advised that Fleisherei should ask their bank to release the payment, under case number CAS-**********N7B2C8. This matter was eventually resolved. However, I have now received the exact same instruction from Temu, requesting that FNB release my refund. Despite numerous requests on My Service Suite, FNB has either been unwilling or unable to assist. I do not understand how the same process that FNB instructs other banks to follow cannot be app**** in this case. For reference: • I first contacted FNB on 23 February 2026, speaking with Buntu on My Service Suite, after which I was transferred to Sakhiwe. • On 3 March 2026, I contacted FNB again and spoke with Ntombizodwa, who advised that refunds from Temu take 10 days. • I waited the full 10 days (from 3 March, not 23 February). After following up again, Jamaine from My Service Suite informed me that FNB is not able to trace incoming payments. I would like to understand how it is possible that other banks can receive instructions to release a payment, yet FNB cannot do the same. On 16 March 2026 I sent an e-mail to Private Clients Service, FNB Private Wealth Service Suite and hellopetercomplaints at FNB. A day later my "case" was closed because according to FNB the refund was issued by Temu. YES IT WAS ISSUED BUT THE BANK NEEDS TO ACTION IT. NO money reflects in my account. I TOLD them this but my e-mails gets ignored. They do not even BOTHER to check if the refund reflects in your account. The messages I now receive from Temu says your financial institution NEEDS ADDITIONAL TIME TO PROCESS THE REFUND!!!!!!! AFTER I have sent them Temu's instructions. This is not the first time I do not get refunds from payments made with my FNB Virtual Card. NEVER EVER use the virtual cards for payment because YOU WILL NOT get your refunds!!!!!!!!