Repeated Refund Issues and Poor Communication from FNB

I am extremely disappointed with the ongoing issues I’ve experienced with FNB regarding refunds. Recently, I reported an unauthorized transaction on my account and was advised to cancel my card. I was informed that a refund of R385.56 would reflect within 48 hours. After following up, I was told that the total refund amount was actually R1,974.44, information I only received after I queried the issue myself. To date, none of these funds have reflected in my available balance, despite being assured that the refund was processed.

I also lodged a complaint with the National Fund, but have only received an SMS acknowledging receipt — with no follow-up or resolution.

This is not the first time I’ve had a problem like this with FNB. Last year, I also experienced a refund issue involving a SHEIN purchase, where the funds were never credited to my account. I was given unclear explanations about “credit providers” and “banking delays,” and the matter was never resolved.

It’s unacceptable that customers have to struggle so much just to receive money that rightfully belongs to them. I am requesting that FNB urgently process my full refund of R1,974.44 and provide a clear explanation for these repeated failures and lack of transparency.