Incompetence in handling card *****

On 21 March I noticed 3 transactions going off on my cheque card not authorized by me. I assumed my card was cloned and immediately cancelled my card via online banking.

I then proceeded to call the card ***** hotline where an unnecessarily long conversation pursued. We finally got to the point where I was informed that 1 of the ***** transactions (Mango) was taken care of but for the remaining 2 (Uber Eats) I must fill out a form.

All acceptable up to this point. A "Cheque & Debit Card Dispute Form" arrives which frustratingly has nothing to do with my ********** case and only for authorized transactions where no or incorrect products/services were received. Why would the card ***** department send me something that is not at all relevant to my case?

Since I could not fill in the form I emailed *** - as instructed on the email from FNB - that they should advise on this discrepancy. Unsurprisingly, no response was received (including another follow up to the same email). I don't understand why a bank would include email addresses they never intend to respond to. It benefits neither party so just leave it out of the email.

I proceeded to call the ***** hotline again today, 5 times without success (just get disconnected). I then called the FNB contact centre also included with the non responsive email address. The person who answered then proceeded to put me through to an automatic service where I could select the ***** department. I once again would like to question the sanity of providing a number in FNB’s email that has nothing to do with my ***** case. After choosing the correct department an automated recording informed me that the ***** department is not currently available and that I would go to the FNB app and follow the instructions. Instructions that will no doubt lead me further down this endless loop of incompetence.

Reverse those 3 transactions or I will move to a different bank.