REFERENCE NUMBER 387600

So I spoke to a manager at FNB ********** department Mr. Rapul Bhatt and this is regarding a refund that was promised to me after I had lost my wallet with bank cards in it, I had phoned FNB immediately and reported the matter to them, I was assured that the cards would be closed deactivated but to my surprise a couple of weeks later, transactions started to take place into my account and I later received a call from the Fnb ***** department confirming this, was send a form to complete with the dates of transactions taking place and the amounts therefore and was told that the matter would take 10 days to be resolved, 10 day's later when I phoned FNB ***** department with my reference, I could not understand what Mr. Bhatt said, he mentioned a refund was done into my account on the 30th of December and that an sms was send to me confirming this, I asked him to forward me the same sms and this was done however the sms did not show the date a refund was done, I looked into my statement and could not see the refund he was referring to, I later on made another call to the same department and had spoken to a very nice lady Dimakatso and said that she could see that the sms was only send to me today and that my refund was being processed and that the money would reflect into my account the next day. I am still puzzled and confused because according to Mr Bhatt the refund would have been readjusted to balance my account and hence no money was showing into my account as a refund, he also went on to speak to about a holding account saying that whenever transactions where made in my account through these toll gates that they would not affect my account but go through this holding account, I am still in awe and do not understand this.

I am very upset at FNB and disappointed,