FNB refusing to help loyal customers with a serious matter

We relocated to Europe on 11 August 2018, and on the very first day, we rented a car.

All seemed well, until it broke down. We dealt with the car rental company, and on 29 August R33 493,40 was deducted from our credit card. The car rental company claimed that we damaged the engine, and we are responsible for the replacement.

We were not, and on investigation found out that the engine was replaced free of charge by the car manufacturer. When we confronted the car rental company, they started ignoring us, until we employed an attorney to contact them.

They then quickly admitted in **********ly deducting the money from our card, and told us that we need to lodge a dispute with our bank.

We promptly did this, and requested a charge back with FNB. We were told to wait 2 weeks before we will get feedback. None received.

When we called again, they claimed they never received the request. We then sent it again, and followed up a few days later.

We were then advised that the matter is between us and the car rental company, and that FNB cannot process the charge back.

We went back to the car rental company, and they are claiming that they are trying to have the transaction reversed, but this has been over a month ago, and now they are ignoring us again.

We moved to Europe, and it is not a matter of just getting on to a plane to go to a branch to resolve this. I have emailed FNB, and we are being ignored.

In the meantime, FNB is charging us massive amounts of interest, penalties, and have now gone as far as freezing this account, as well as all facilities we have with them. Any money being deposited in any of our accounts are merely being taken against this amount, whilst we are trying to recover the ****** money FNB is refusing to reverse.

I cannot understand how FNB refuses to process a charge back on a ********** transaction, even when we have it in writing from the de*****ing party that they did this *******ly, and that they will not dispute the charge back.

I contacted VISA international, and they said that FNB are the only people that can do anything about this.

In the meantime FNB has suspended our accounts, probably starting the blacklisting process, and holding our money hostage in South Africa. But they are very quiet, no phone calls, no emails, no birthday letters (Only taking the birthday gift money sent by family - yea, that actually happened). We did give them our forwarding contact details, and our email addresses remained the same.

On another matter, I have requested FNB to assist in closing 2 non related bank accounts 3 weeks ago through the online premier banking platform (Yes I'm part of their so-called private banking clients, whom pay a fortune for good service). These requests have also gone unanswered, and I am still being charged bank fees etc.

FNB, I really do not know what to do anymore, and I really hope that someone with some understanding will contact us to assist in resolving this.

Your service has gone from Excellent to absolutely atrocious..

Regards

Johan and Chantal van der Walt