***** case no feedback after 10 working days

I had a ********** online purchase on my card and logged the query with FNB on 11 July 2020 I was informed the SLA is 5-7 working days till date I haven’t received any feedback on the matter and its over 10 working days now.

they ordered a new card which I was charged R 120 for and it was activated without my consent is this the banks procedure to do so?

this is the most appalling and disgusting service I have ever had to deal with, no one is communicating or keeping me abreast with the so called investigation. when the incident happened it was 2:00am and no OTP was sent to my phone, I want to know how did this happen(what’s the bank security) why was there no OTP to authorize this? and why haven’t I received any feedback on my query. most importantly I want my refund back.

If I do not receive satisfactory feedback I will be taking this to the bank ombudsman.