FNB is a disgrace

I am extremely disappointed with the service I’ve received from First National Bank. Nearly a month ago, a debit order was deducted from my account for a subscription that was still reflecting as a free trial on the provider’s side. I immediately contacted FNB to dispute and reverse the debit order — and that’s where the frustration truly began. The app did not work for logging a debit order dispute. The consultant I spoke to said their Outlook was offline and promised to send me the form the next day. When the form finally arrived, it was pre-filled with another customer’s information. I had to request a new form, complete it, and send it back — only to receive no response. Since then, I have: Logged three reference numbers Spoken to four different consultants Been told multiple times that the matter has been “escalated” Been promised a manager call back (which never happened) I’ve also provided: Screenshots showing the subscription is still on a free trial Proof of communication with the service provider Despite all of this, nearly a month later, I have still not received my refund — and the amount is significant. To make matters worse, I’ve been told I cannot cancel my virtual card until the refund is processed — yet if I don’t cancel it, I risk being charged again. I’ve explained this repeatedly, but no one seems able or willing to resolve it. This experience has been exhausting, inefficient, and completely unacceptable. The lack of accountability, follow-through, and basic customer care is deeply concerning. How can a bank make it this difficult to reverse an incorrect debit — even with full proof provided? #FNB #CustomerServiceFail #BankingFrustration #PoorService #Accountability #SouthAfrica