Unresolved Balance Discrepancy & Premature Closure of Complaint

I am extremely disappointed with how FNB has handled my case, which has now been ongoing for almost two months with no resolution.

On 18 November 2025, my transaction history reflected a closing balance of R11,785.27, while my official bank statement for the same date showed a closing balance of R8,229.15. This is a clear discrepancy of R3,556.12.

On 19 November 2025, I contacted FNB and was referred to a department dealing with virtual card transactions. The consultant I spoke to confirmed the discrepancy of R3,556.12 and advised that she would log a refund, which would take up to 4 working days.

After the 4 working days had passed with no refund, I contacted her again. I was then told that her manager had instructed her to tell me to log a dispute instead. However, when I requested the required dispute information (merchant name, amount, and transaction date), I was told that she could not provide this information because it does not reflect on her side.

I was then advised to email ***, explaining why I could not provide the required details. I did so, but since then I have been taken from pillar to post, with no one taking accountability or resolving the matter.

On 22 December 2025, I wrote a review on HelloPeter expressing my dissatisfaction. FNB responded on 23 December, stating that the matter would be resolved within 10 working days.

Instead, I later received an email stating that there were duplicate transactions on 28 November (Black Friday glitch) and that funds had been reversed. I acknowledge that those funds were returned — however, this has absolutely nothing to do with my original complaint regarding the 18 November balance discrepancy of R3,556.12.

Despite this, FNB incorrectly marked my complaint as resolved and closed the ticket, without addressing the actual issue I reported.

I am beyond frustrated. This is not a complex request — I am simply asking for my missing R3,556.12 to be returned and for FNB to take accountability for this unresolved discrepancy between my transaction history and bank statement.

I expect FNB to reopen this case, investigate the original issue properly, and refund my money without any further delays.