Unhappy Angry Customer

On the 03/02/2018 I tried purchasing airtime from my FNB Cheque Account but the transaction failed I then tried to purchase from my E-wallet account since around 3pm as I had a bit of an emergency. After multiple attempts a transaction was successful at around 10pm that night. The next morning on the 04/02/2018 when I woke up there had been about 4 transactions that had gone off for Airtime. On Monday the 05/02/2018 I called the Contact Centre to complaint and I was told not to worry it was a technical error and I will be contacted by the end of the day. to start with none of my details were taken so I wanted to see how real this was. I week passed and I called again and Kgosiyame Baloyi assisted me and told me the matter would be investigated, he took all my details and gave me a Ref number. on the 2nd of March I was indeed sent the following email :

We refer to your query reference number 458046 related to an data purchase. After investigating with the relevant network operator, the feedback received was that the transaction were duplicated, Note that a refund will be processed to your account within the next 5 working days. Please feel free to contact us for any further queries. Kind Regards FNB Tier3 **********

To my surprise the 5 working days passed and I called again and Keenan Reyneke spoke to me to say he will escalate the matter but I insisted on speaking to his team leader and my call was transferred to Michelle Padayachee who said she will escalate my refund query to the Manager and I requested an Email as confirmation that I have not received 24hrs later. Michelle reassured me that, that was not how FNB did its business however I'm still unhappy because FNB is not delivering on their promise nor contacting me via phone or email to explain the delay.