FNB ***** service - PATHETIC

Hi FNB

Last week Tuesday I contacted your ***** department WRT 5 ********** purchases that went through on my cheque account and I was promptly assisted to have my card cancelled and a reimbur*****t form for the money was emailed to me.

The form that was sent did not have a destination address to which I needed to send the form back to. I then called the contact centre again and was informed to send the form to **********

Yesterday I was notified that my new card was ready for collection and the money was reimbursed to me.

This morning THE EXACT SAME ********** PURCHASES WENT OFF MY ACCOUNT AGAIN!!!!!!!!!!!!!!!!!!!!!!!

So I call back and spoke to the most *********** agent who advises me that I need to fill out a different form and email it back as the incorrect process was advised the first time. When I requested to speak to a manager I was told "there are no managers", when I then asked for a supervisor I was told "she is not at work today". Is there no-one senior to attend to any escalations then? I do not understand this at all.

I am now left having to redo what I have already done in order to dispute this ********** activity and need to wait an additional 48 hours for an outcome.

I am extremely frustrated by the fact that what I have done so far has been completely in vein, especially as the money has been refunded to me and only a couple hours later taken out of my account again, without my consent!

PLEASE FIX YOUR MESSY CONTACT CENTRE AND TIGHTEN UP YOUR PROCESSES!