*****ulent transaction

I reported a ***** transaction on my debit card on the 10th of December 2023 via the FNB App. I was then given the option to cancel my card and them reorder which I did. I was charged the delivery fee 3 times which I then disputed and was refunded.

My issue here is that when I have been chatting to consultants after the *****ulent transaction, they informed me that I will receive feedback within 10-14 business days which I was OK with. However according to the last consultant, there is no such case on my account! How can this be the case when I reported it and my card was also canceled via the app. Another point that proves that I reported this is when I go into the app, i am not able to select that particular transaction again to report as *****.

I am expecting feedback regarding this. I have banked with FNB for many years and am extremely disappointed with the lack of empathy, urgency and service for this situation.