FNB saying I must solve my own problems!!! No help whatsoever!!!

So… As an FNB customer don’t expect ANY help whatsoever- not even from the private bank services.

On 20 October I made a payment to Shein in the amount of R4766. The banking system said payment failed, yet the amount was taken from my account.

I made contact with Shein and they said they never received payment and I did not receive the goods. I made contact with FNB to assist me to get my money back. They issued me with a case number CAS-***-W3W8P3 and I thought the matter would be handled properly.

On 12 November I received an email informing me that the matter is closed as Absa credited my account on the 21st of October but NO money was received. Do they not check the facts before closing a ticket!?!?!?

I responded to their email information them that NO money was credited to my account and guess what my wonderful private wealth banker rep****!?!?! Contact Absa yourself!!!!!! So I must do your work that you are being paid to do now? Who at Absa must I contact? What email what phone number? How useless can you be!?!?!?

What exactly is the purpose of having divisions in a bank to assist if they are *********** and useless but take our money every month!!!!!