SECURE CHAT CUSTOMER SERVICE IS EXTREMELY POOR

I logged a card dispute and ***** ticket on the 19th of Jan 2026 at Brackenhurst branch. I got my reference numbers successfully on mail. I went on my banking app this morning to check the status of my tickets and I had “no open cases”. I then realised that I had a transaction of R200 that was debited from my account and I tried securing a chat to explain my issue. The first agent I got through to told me that it’s a “fee for unpaid debit orders” which doesn’t make sense to me because I do not have any debit orders linked to my account and I CLOSED MY CARD on The 19th. She couldn’t explain what the fee was for and transferred me to another agent Nelisiwe. She’s also explaining what I don’t understand and I kept asking for clarity. She rudely disconnected our chat and transferred me back to the department I was in before I got through to Xolani and he Confrenced the Nelisiwe for them to both leave the chat and transfers me to someone else. I need to know what charge fees am I paying for with no one being able to give me a clear explanation. I switched to FNB 6months ago with hopes that I’d get exceptional service i am really disappointed.