FNB Premier Client Receiving NO SERVICE

Good day.

The problem: FNB Fusion Premier Account show an outstanding card authorization of R 3,224 (a refund) that is not visible under the pending transaction detail on my account. FNB cannot tell me why the transaction is not being completed, when it was initiated or who initiated it. This results in an inaccurate available balance on my account with Monthly Credit Fee being charged because my available balance is not correct.

The reason for the complaint: This has been ongoing for months without any assistance from FNB. On 12 May, I requested assistance using your Secure Chat feature, I was told to wait a week as the transactions should then be processed. On 18 May, I once again requested assistance using your Secure Chat feature, I was told that they will get back to me via email, I have received no email or further feedback. On 28 May, I sent an email to Customer Care, Query Reference ***Q, I received an automated email stating that I would receive feedback within 24-48 business hours. No response was received. On 08 June, I requested feedback on my query via email, No response was received. On 19 June, I phoned my FNB Private Advisor to request feedback, I was told that he would escalate my query. No further feedback was received. On 03 July, I requested feedback on my query via email, No response was received. On 06 July, I submitted a complaint on the FNB website, Reference No: 7ZKEWELB, No response was received.