FNB Useless Customer Service

FNB is absolutely useless when it comes to customer service.

On the 14th of July 2020, I swiped an amount of R 1,058.00 at a merchant with my FNB Premier Credit Card. The first attempt was unsuccessful at the merchant, but it went off from my account. The second attempt was successful, and also went off from my account.

I phoned FNB the same day and informed them that this happened, where after they told me I must wait 24 hours. After waiting more than 72 hours, the amount was still not back in my account. After another call from my side, they guided me telephonically on the FNB App, to log a dispute on the transaction. They told me to wait 7 days for the dispute to be resolved.

On the 31st of July 2020, I saw a finance reversal transaction on my account for R 51.84, and phoned them again. Again, they could not assist me and provided me with a number to phone the Monday morning (today), in order to resolve the issue.

After holding on for 25 minutes, the consultant informed me that it is not the correct line, where after I spent another 40 minutes with Jack and Katlego to sort out the issue.

Now, all of a sudden, I must fill in a reversal form and wait another 21 days, or (in their words) go back to the pharmacy where it occurred and ask my money back? This is absurd!

Still, this has not been sorted out, and I am utterly disappointed with this bank. Now I am ending up paying a R 51.84 reversal fee, for nothing that has been reversed. Furthermore, this will result in me paying interest on R 1,109.84 for more than a month.

I am definitely doubting my decision moving to this bank a few years ago. Useless customer service, throughout all departments I have dealt with so far.