Some Funds Returned. Incomplete Money/investigation...

So after my last complaint here on the Hello Peter Platform, I'm happy to say FNB reaches out to me and returned half my money (R3200) to me, with the email: Dear Mr Curtis S Petersen,

We refer to your recent enquiry regarding the disputed transaction/s on your account.

FNB wishes to express its deepest regret that you fell victim to *****, as well as for any distress you may have suffered as a result.

Please refer to attached letter.

Kindly be advised the bank reversed the disputed transaction/s as a once off gesture of goodwill, the credit will be available on the account within 24 to 48 hours.

We sincerely regret any inconvenience caused. Yours sincerely, James FNB CARD ***** | FNB PREMIER FNB Place, 7th Floor, 30 Diagonal Street, Johannesburg, 2113 To be fair this did go off as two seperate transactions, although less than a month apart.

The other, greater amount, of R5500 was also taken from my account on December 27th, but that was not returned to me. I was under the impression that they would atleast do a thorough investigation and then refund the full amount, but this was not the case. Same details of the *****ent deduction or purchase, but not the same outcome.

So I went to the branch, explain my predicament and then the consultant advise me to go the customer care route which I did, but more than a week later. I'm still waiting. After their reply of : Complaint ‪***‬ has been sent to the relevant Service Department.

We are committed to addressing your matter within 5 business days.

So my question is, is the only way to get a swift response form your "own bank" to complain via Hello Peter?