The Refund From The Unauthorized Transaction Refund Has Been a Nightmare!

I am writing to express my extreme dissatisfaction with the handling of my disputed unauthorised transaction for an amount of R1, 499-00 which was debited by a merchant, "Microsoft". This amount was debited on 21 December 2024.

I initially did a debit card dispute and was later referred to ***** department as the transaction was unauthorised. My ***** case number is *** and refund of R1, 499-00 was issued on 21 January 2025.

My problem now is that since this money was refunded on 21 January 2025, It shows as pending debit card authorisation and shows on my balances however it is not showing on my available balance.

What is more confusing is that my bank statement shows the funds being credited on my account yet, I have an amount of R1, 499 that is not accounted on my balances. No one is able to check what happened? I am always transferred from the Premier Suite to Authorisations to 3D team to Dispute Desk to *****. No one is able to tell me why there is money showing on my balances and not available balance.

I do not have any pending transactions. This has been very frustrating for me. Once this has been resolved unfortunately I will be closing my account with FNB. I have been dealing with this issue for almost two months.

This has been very frustrating more than anything. No one has been able to set a clear expectation of when it will be resolved and explain what seems to be the issue.