Manager attitude at FNB Durban North Branch

I am writing to formally lodge a complaint regarding the handling of my international ATM card at the Durban North branch of FNB.

The card was retained by your ATM for the second time, and despite my prior discussions with a consultant who assured me that it could be retrieved and returned if retained again, the branch manager refused to return it. The manager aggressively stated that the card had been cancelled and that I would not get it back.

To provide additional context:

The consultant who assisted me was very patient and helpful throughout the process. Before attempting to use the ATM again, I discussed the potential outcomes with her, and she assured me that if the card was retained, it would be retrieved and returned to me. After the second retention, the manager intervened and, in a hostile manner, stated that the card was cancelled and would not be returned. She then proceeded to take the ledger that the consultant uses to note such incidents, went to the back office, and instructed the consultant to inform me to leave the premises. This experience has left me feeling humiliated and deeply dissatisfied with the service at this branch. I am particularly disappointed by the contrast between the professionalism of the consultant and the dismissive, unprofessional, and aggressive behavior exhibited by the manager.

I would like clarification and accountability on the following:

Why was I assured by the consultant that the card could be returned, only to have the manager contradict this in an unprofessional manner? Why was I treated with such hostility, and what actions will FNB take to address this inappropriate behavior? What policies govern the handling of international cards retained by FNB ATMs, and why were these not transparently communicated? I urge FNB to investigate this matter thoroughly and ensure appropriate measures are taken to prevent similar incidents in the future. This experience has caused unnecessary distress and inconvenience, and I trust FNB values its clients enough to address this matter seriously. I look forward to your prompt response and resolution.

Thank you for your attention to this matter.