Unacceptable for a bank to be this nonchalant about my money going missing!

To whom it may concern:

Around 17:56 today, I received an inContact message via my FNB Banking app, stating that an amount of R450.87 has been deducted and reserved for a purchase at DaisyLuxe and of course this amended my available balance.

Now here's the issue, I did not perform this transaction, nor did I receive any prompt to approve it. The weird thing is, the transaction was performed using my virtual card, which has no fixed or set CVC number according to my knowledge, as every time I perform a transaction, it's a new and different CVC number and I need to approve or decline the transaction for it to be successful. So why in this case was my money deducted from my account without my knowledge, without my consent?

I immediately went onto My FNB app and started a Secure Chat - I first got through to an agent by the name of Christopher, he didn't assist me and instead privided me with a contact number for the ***** department I believe. I called the number, followed the prompts and entered my ID number. However, I guessing due to high calm volumes, the automated voice kept me on hold while that annoying music played and interjected every now and then saying I should use the app (which as mentioned above I tried to get assistance on the app FIRST). And to top it off, after holding, the call just ended... I have since cancelled the virtual cards linked to all my active accounts on the app.

I then went back to the app and chatted to a different agent, I believe Tsholofelo was the name, this agent then transferred me to the "3D secure cardinal", where I was assisted by Alscia who wasn't helpful either and without even bothering to ask if there's anything else, just ended the chat. She told me to call the number, even though I previously mentioned I did and then told me to follow the steps on the app, to which I explained it isn't applicable in my case as the transaction is reserved and not banked yet, so it doesn't reflect on my statement yet as I'm guessing it is a pre-auth. She then sent me a form with no explanation, gave me a different number to call tomorrow and ended the chat.

This is unacceptable! I would like this reported and my money refunded. How do you allow people to access my account without my authorisation? And at the same time expect me to trust you with my money? I am both a business and personal banking client and this is very concerning to me.

I am yet to be assisted or provided with some clarity or any form of explanation... And now I'm expected to wait until tomorrow when I've got upcoming debit orders and payment obligations!

Date: 29 August 2023 Time: 17:56 Amount: R450.87 Merchant: DaisyLuxe (as shown in the inContact message I received)