struggling with "the unchangeable"!

fnb found ways to de***** me few ZAR at a time

On 5/12 at 15h18 to 15h34 I wrote through the Secure Chat: Hi I see a series of declined Auth fee transactions that are becoming a concern because I don't have visibility of the respective attempted purchases thereof.

I was told that these are for MS subscription... I said I don't have visibility of this subscription on my side - I went to check MS subsriptions but and discovered that I had none... ____

On 6/12 at 13h32 to 13h42 i contacted ***** through the secure chat. They told me that the trasactions are occuring on an expired card. I checked the fnb app for the card number ending with the digits they gave to me. I had cancelled the expired card on the app already so it was not on my list of cards on the app. I registered a ***** case. Fnb said they'd cancel the card from their side since I had already had the expired card canceled from my side. They said this would stop the declined auth fee from going off. they gave me ReferenceRl*** ___ On 10/12 at 15h47 to 5h58 i observed that the declined transaction fees were still continuing... Hi, I want to know why am I still getting declined transaction fee on the credit card that I had long cancelled on the app and after I have spoken to the ***** dept over the weekend and got promised that the card had been canceled on your side too and it will not be charging declined fee anymore? FNB :-) Our Service to You - ReferenceRl***

Jackson said: Good day. Please give me a moment to review your profile, chat history, and relevant systems. I'd appreciate your patience and note of that.

Kindly give me a moment to escalate the query and log a reversal for the decline fees.

Thank you for your patience, I have submitted a request. Ref: CAS-***-W5Q3M9. kindly allow 3 working days for feedback. _____ On 14/12 at 9h57 to 10h21 again I wrote to fnb and restated the situation again... This is now getting more and more ridiculous. I stopped my expired card a long time ago, and they do not reflect on the app. Yet you keep on sending me messages that my credit card has expired and you charge me declined auth fee on some expired card despite the fact that when i reported this to your ***** dept a week ago i was told that it will be put to an end FNB :-) Our Service to You - ReferenceRl*** It never stopped, i still received the message and the charge yesterday, albeit I reported this again four days ago, and I was told that a case will be logged for the reversal of all these fees... GET YOUR ACTS TOGETHER! Thank you for your patience, I have submitted a request. Ref: CAS-***-W5Q3M9. kindly allow 3 working days for feedback. ...I want to know why am I still getting declined transaction fee on the credit card that I had long cancelled on the app and after I have spoken to the ***** dept over the weekend and got promised that the card had been canceled on your side too and it will not be charging declined fee anymore? FNB :-) Our Service to You - ReferenceRl***

Sizwe responded Thank you for your patience, please note these are the transactions below which have been declined. Please advise whether you have attempted to unsubscribed from the service provider's website to prevent further deductions?

12/13 12/13 DCL AU Microsoft ISO N 1,999.00

12/13 12/13 DCL AU Dlocal *Microsoft N 1,999.00

12/13 12/13 DCL AU Microsoft*Microso N 1,999.00

Me: I told you guys already so many times. How many more times do I have to repeat myself

Sizwe said May I contact you to connect the call to the ***** helpdesk for further assistance.

Me: You can see that I have a ref # from *****. Why do I have to call again I also have a promise of reversal, why is it not kept? I think you are playing games with me

Virtual assistant wrote You will now be routed to a service advisor to assist you further.

Lebogang wrote Apologies about that, the ***** Early Detection Desk would need to block them from attempting to debit the account, they are available from Monday to Friday on ***. Checking the above case logged if there is any feedback. I apologise for inconvenience caused Ms., the ***** department is only available on calls today for assistance *** available 24/7 The reversal request logged, turnaround time is 3 to 5 business days The turnaround time on the case still shows 1 day and 2 hours remaining. _____

On 19/12 at 12h50 to 13h04, again I copied and pasted old chat: This is now getting more and more ridiculous. I stopped my expired card a long time ago, and they do not reflect on the app. Yet you keep on sending me messages that my credit card has expired and you charge me declined auth fee on some expired card despite the fact that when i reported this to your ***** dept a week ago i was told that it will be put to an end FNB :-) Our Service to You - ReferenceRl*** It never stopped, i still received the message and the charge yesterday, albeit I reported this again four days ago, and I was told that a case will be logged for the reversal of all these fees... GET YOUR ACTS TOGETHER! Thank you for your patience, I have submitted a request. Ref: CAS-***-W5Q3M9. kindly allow 3 working days for feedback.

Thabang wrote Good day, apologies, may I get a moment to check the case provided? For the first reference I am not able to see as it lies outside my department but for the second case which is CAS-***-W5Q3M9, I see the matter was escalated further and was placed on pause for further investigations I really do apologies

Me: At this point no apologies accepted. You people are outrageous, I've been following up for weeks, and each time I get excuses And it is ridiculous that you are telling me that you have no visibility of the 1st case... do you work for fnb? I got that case number from fnb

Thabang responded FNB works in sections I deal within the accounts servicing department And the case in question is ReferenceRl***?

Me: Who cares how fnb works. You are not aligned within and are costing me time, money and health

Thabang responded I do apologies, however, kindly allow some time for the issue to be rectified ____ No reversal was made and the decline fees continued so i wrote to FNB Private on Friday, 19 December 2025 14:29: "...I want this issue resolved urgently. I've been talking to your colleagues since the 5th of December and every time the next person makes a different promise..."

On Mon, 22 Dec 2025, 07:51 <***> wrote: "...Kindly note that the refund request is with the relevant team for processing, and they will provide feedback. I have also checked re the declined transactions – These transactions/card is linked to a Microsoft subscription. To avoid these charges, you need to cancel the subscription or update the card details..."

On Monday, 22 December 2025 09:15, I responded: "...Thanks for getting back to me. 1. I dont have Microsoft subscription

2. The expired card in question had already been cancelled via the app and is no longer reflecting on my list of cards - your colleagues said I should do this to stop the declined transactions however they started even when I had done so before these incidents happened

3. Your ***** department said they have canceled the card from their side and that the fees should stop, to no avail

4. And then I was promised reversals after three days, when I followed up I am give one creative excuse after another...

This makes me think that fnb struggles with the "unchangeable"! I want this to be escalated to someone with authority to remove whatever the roadblocks are..."

On Mon, 22 Dec 2025, 10:44 <***> wrote: "...The card been canceled/expired would prevent any future purchases/subscriptions using that card. However, this will not prevent any current subscriptions that are linked to that card before it expired/was cancelled – We cannot cancel a subscription on your behalf. This is most likely an annual subscription for a Microsoft service (Microsoft 365, One Drive Storage, Xbox etc) that is up for renewal – you can refer to the Microsoft site to view/cancel/update your subscriptions.

On 22 Dec 2025, 12:41 I rep****: "I did not ask you to cancel my subscription, I told you I dont have any subscription. Stop giving me further contradictory messages/explanation as your other colleagues did. I asked to have this matter escalated... it seems you all have stellar capabilities in finding best excuses to fit the situation but are unable to deliver on your promises nor execute what is asked of you. You are painful to deal with!!" ___________ servicesuite@fnbprivatewealth 23 Dec 2025, 15:31 "...We trust that you are well. Kindly note that we tried contacting you with no success, regarding the declined fees on your credit card account. We are required to verify you before we can proceed with your request. Please advise of a convenient time to contact you. Alternatively, please contact us on Secure Chat, which is available 24/7 on the Banking App and Online Banking for authentication purposes and further assistance. How to initiate new conversation- secure chat? Launch the Banking App Select Login and Enter Online Banking Password or Biometrics Select Hamburger Menu Select Messages Select Secure Chat Welcome screen 'How can we Help you', Select My Team of Bankers Accept Terms and Conditions should you wish to proceed (T's & C's only applicable on first chat. Should you wish to contact us telephonically, the Private Banking Service Suite is available on ***..."

I responded: "...I'm available tomorrow after 12h00. Narrow this down by letting me know what time you're planning to call - it's vacation time! Let me know what number you called on - I don't see any missed calls on my call register. PS. I am not willing to take this matter back to the secure chat, I've been there and beyond since the 5th :(

I've never heard back from them nor have the issue been resolved until now (30/12 at 10h16)