Unhappy customer

I was de*****ed on the 2nd of January of 2024 I opened a case and submitted all relevant documents for the case, and after twenty days of investigation I was informed that I won't be refunded. This is the letter they sent me today.

FNB thoroughly investigated your claim and found no involvement of any bank employee or failure of the Bank’s systems or processes. • The Bank has reviewed the case and considered all the facts, regrettably we have declined your request for a refund based on the following: • In order for the FNB Contactless Card transactions to be processed, a registered/linked device was used behind a secure login. Please be advised that the FNB Digital Wallet is a smart device -based payment service that allows you to make purchases by utilizing the Contactless Card functionality through your registered/linked device. Regrettably, FNB does not accept liability for the transactions which were completed from a registered/linked device and behind secure login. FNB remains deeply appreciative of your support and trust that we can be of service to you for many years to come. Next Steps Should you wish to obtain further details for the incident, contact us via Secure Chat on the FNB Banking APP within 20 working days of receipt of this letter or alternatively on the following contact numbers: Monday to Friday 07:00–18:00 and Saturdays 07:00 – 13:00 Card ***** – *** (Option 2) The Bank understands that this has been a difficult experience for you and that the outcome was not what you would have preferred. If you believe that this incident has not been resolved to your satisfaction and/or you may have any additional evidence that you believe could affect the outcome you may follow the Bank’s Complaints process as specified below.