Refund for Card Replacement Fees not process at RMB Private Bank.

There were some ********** activities on my FNB/RMB App on the 21st of September. Someone was trying to link a device and I received about 6 sms stating "FNB:-) You are about to link the app to your banking profile for access to your accounts OTP:****. Don't give away this OTP! Cs/huccMYZv+". I called the ***** line and they totally shutdown my accounts & app and they cancelled all my FNB/RMB cards. They gave me a reference number, Rs***.

I called the RMB Service Suite on the 22nd of September to reactivate my app and order new cards. Two different consultants I spoke with told me that the card replacement fees will be charged and then reversed. I had to go to the Secunda Mall branch as they couldn't help me online with resetting my app. They also told me at Secunda Branch that the card replacement fees will be charged and then reversed. They reactivated my online banking profile and I ordered new cards on the app.

I was charged R110 on the 23rd of September for my RMB Card replacement fee and $10 for my USD Global Card replacement fee. I called RMB Private bank line and they told me to sent an email to ***. I sent an email on the 5th of October 2021. I sent another follow up email on the 13th of October 2021. I have not received any feedback from FNB/RMB, let alone an acknowledgement that they have received my email. It seems as if RMB/FNB does not care about their customers and they think they are doing us a favour when we bank with them. The email was delivered, it did not bounce back. Please refund those card replacement fees as it was not my fault and your staff members confirmed that I should get a refund. Otherwise I will be on my way to join the Investec Private Bank who delivers on their promises.