FNB WILL TAKE YOUR MONEY AND NOT HELP YOU

I filed a debit dispute via their email form on the 10th of October after an airline company took money from my card and didn't deliver services. I was informed it would take five (5) days to review the dispute and give me a response. I advised them that the matter is urgent because I need to leave the country.

I called them last week for an update and was told that it would now take fourteen (14) days. When I requested call records to prove that I was told it would be five (5) days, the matter was escalated to customer resolutions. This was probably done to prevent me from getting the call records as proof of the "misinformation". I requested the call records anyway and was told they would be sent to my nearest FNB branch. When I requested the number for their IT department, I was told that I cannot contact them directly. Surprise, the call records were not sent.

Customer resolutions gave me a reference number and said it was escalated to management in the ***** department on the 18th of October and informed me I would be called back in 24 - 48 hours. No call came no email update, nothing. I called them again today 23 October and was promised a call back before the end of the day. No call came, I called them back and the matter was escalated again while I was put on hold for close to ten (10) minutes. I've requested my call records twice now and have yet to receive them.

I have tweeted their accounts on X, waiting to see if anything will change. What upsets me the most is that I have three accounts with them, I recently upgraded one of these. So I'm paying ridiculous fees for zero service. I've spent over R500 calling them simply for an update. At the very least let your customers know that the matter is in progress. Strongly considering moving to another bank.