Outstanding Authorisation Reversal Request

I am very disappointed in the response time and ability to resolve an issues it has taken FNB. On the 22nd of December I submitted a transaction reversal request that happened on my account on the 21st of December. I called in to get assistance on doing so and the agent kept telling me the option I should choose in my case was an option station that my transaction was declined but the funds were still reserved on my account, of which that was incorrect. The transaction was unauthorised and was not a debit order. After submitting the reversal request I received an email notifying me that I should receive feedback within 5 business days. On the 27th of December I sent an email following up on what the status of my case is and was met with the same inbox response of 5 working days. The following morning I decided to call in to find out what the status of my case is and the agent told me that the 5 days had not lapsed and that there is no way for me to get in contact with the respective department except via email, I further explained the email response I received and was told that the agent can only escalate the case once the 5 days has been reached.

Fine, I called customer care today on the 30th of December and again explained my issue and was told the turnaround time is only 7-14days. Nowhere during the email communications and calls prior was I told such, anyways the agent further told me that my case can only be escalated after 14days. My issue now stands with being assured by the previous agent that once my case reaches 5 days I may call in to have my case escalated and today the other agent tells me that he cannot do anything as the case has been received and nothing has been done on the department’s side.

I am disappointed in how my case is being handled and the mixed information I am being told by different agents. Does it honestly take FNB SO LONG to resolve or work on a single case? And the inconsistency in information is appalling! If your email states within 5 business days why does the story change when a customer called in?

FNB has no regard whatsoever to solving issues as quick as possible & the lack of understanding what a huge inconvenience such a case can be to one’s livelihood is upsetting!