Unauthorized Transaction on Virtual Card

Hi,

Today, on 5th March, I noticed an unauthorized transaction of approximately R2800 deducted from my account via my virtual card on 1st March. I immediately contacted the ***** department, and the first consultant guided me through the process of canceling the virtual card and opening a ***** case. However, I was told to expect feedback within 7 to 90 days. The consultant also advised me to dispute the transaction via the app, even though I explained that it appeared to be an online payment, not a debit order. Unfortunately, that step was unsuccessful.

I called again and had my husband speak to a consultant on my behalf. The consultant attempted to walk us through the same steps of canceling the virtual card and confirmed that the virtual card had been compromised. He also checked that the previous consultant had opened a case. He mentioned there is a 50/50 chance of receiving a refund for the *****ulent transaction.

Over the years, I've never had any issues with FNB, but I am confused as to how my virtual card was compromised without my involvement, and I’m frustrated by the 90-day wait for the reversal, especially since I notified the bank immediately.