Subject: Formal Complaint Regarding Unreleased Car Rental Transaction On my Credit Card

Dear FNB

I am writing to formally lodge a complaint regarding a frustrating and unresolved issue related to a held transaction following a car rental during my recent trip to Namibia.

On 16 August, I rented a vehicle from Avis Namibia, and a transaction hold was placed on my credit card at the time of rental, which is standard practice. However, more than a month has passed since I returned the vehicle, and the held amount has still not been released back to my card limit.

I have contacted Avis Namibia three times, and each time I was informed that they had already submitted a request to Nedbank to initiate the release instruction to FNB, my card provider. Despite this, I have also called FNB three separate times (9th to 12th Sep), only to be transferred between departments with no resolution. Each representative claimed that there is no held amount showing on my statement, effectively leaving me without answers or any meaningful support. At the end, cutting my call.

This situation has been both inconvenient and disappointing. I am particularly concerned about the lack of coordination between the institutions involved and the apparent lack of training among frontline staff, who seem unfami**** with how such pending transactions are typically displayed on the bank statement?

I would like to formally request the following: 1. Clear confirmation from FNB that the deposit had released under my credit card limit. 2. Assistance from a qualified, senior staff member at FNB who can investigate this issue thoroughly and provide a definitive response.

I trust that this matter will be treated with the urgency and professionalism it deserves. Please respond as soon as possible, as the prolonged delay is unacceptable and has negatively impacted my credit availability.

Thank you for your attention to this matter.

Sincerely, Qin