Poor service from FNB - no update or feedback on queries.

A transaction using a Nomad Point of Sale machine failed on 07 March 2020 due to a connection error. The store showed me the failed transaction on their side and suggested that the funds would reverse after a few hours.

On 10 March 2020, I noticed that the funds were no longer reserved, but actually debited off my credit card.

I've submitted a dispute form to FNB on 11 March 2020 alongside supporting evidence that this transaction was conducted twice since the first one failed. I've received no feedback from FNB on this and have been calling their call centre since 16 March 2020 trying to figure out what is going on. Each time, the consultant tells me that there's no feedback and escalates the ticket.

On 24 March, I spoke to a consultant who told me that the ticket was marked as 'resolved' but there was no feedback listed. They again escalated it and told me I'd get feedback. Not a single time since escalating this did I receive feedback from FNB.

It's been two weeks since I've tried to get assistance with this and I'm not getting any tangible assistance from FNB. I've been trying to get this resolved to avoid additional interest being charged for an amount that I did not spend.

This is really poor service from FNB. No feedback is given to customers and all the consultants do is escalate the situation and nothing happens.