***** Department - POOR service

Money was ****** from my credit card account on 06/11/2020. After receiving an SMS notifying me of this I immediately contacted FNB and blocked my account and opened a ***** case. All this was done in under 10 minutes. I was then guided the forms to complete and was advised that an investigator will be assigned to the case. On 10/11/2020 an investigator emailed me and said that she was assigned and that the ***** claim is currently under investigation. She also called me and I asked the time frame as to when this will be finalized whereby she said that it usually takes a month. That was fine with me. On 1 December 2020 I tried to call on her direct line but there was no answer so I sent an email requesting an update. I received a reply stating that the investigation report is currently under review and that contact will be made once finalized and that she apologizes for the delay. I requested feedback on 09/12/2020, 17/12/2020 without reply. Only after requesting another update on 23/12/2020 and voicing my concern and frustration did I receive a reply on 24/12/2020 saying that the investigation is still under review and that no feedback was received from management. On 07/01/2021 I requested another update whereby I received an out of office reply. Another investigators details were given and an email was sent to that person. No reply received. On 11/01/2021 I tried phoning the investigator on her direct line but no answer. I phoned the ***** line wanting to know who the manager is that I can follow up with. His direct line was given but no answer on the phone. I tried calling every 15-30 minutes but no answer. I again phoned the ***** line at 12h00 pm and spoke to a consultant. I voiced my frustration and he could only assist by sending an internal email to the investigator, her manager and his manager. I told him that I need urgent feedback and that I can't wait another 2 weeks. He confirmed that it won't take this long. Later that day the FNB Customer Care side contacted me and said that as a gesture of goodwill, FNB will pay me 10% of the money that was ******. I politely declined this and it was confirmed that they will send my recording to the ***** department. On 12/01/2021 I received an SMS that the 10% that was offered was paid into my account. I made contact with the Customer Care side whereby they confirmed that the payment came from the ***** department. I again tried to phone the investigator and her manager on their direct lines but to no avail. I phoned the ***** line and spoke to a consultant voicing my frustration whereby they gave me another managers direct number. I phoned, low and behold no answer. I again phoned the ***** line and spoke to the same consultant who assisted me on 11/01/2021, the one who sent the internal email. I again voiced my frustration and he said that he will transfer me to a manager. I told him that I can guarantee that there will be no answer and that he can transfer me. As I thought, no answer. At 10h45am on 12/01/2021 I sent an email to the investigator requesting an urgent update. It is now 17h30pm and no feedback received.

All the while, while this case is under review, I have to pay more than R2600 every month on my credit card for the ****** money. Extra money which I don't have. I now need to start borrowing money to pay for ****** money. Our lives are being affected as we cannot plan ahead.

I want this to be sorted before the end of this week!!!!!!!! ########