Unresolved unuathorised debit R2268,82-10/11/2023

I am writing to express my deep concern and frustration regarding a matter that has been persistently unresolved, involving a debit reservation of R2268,82 observed in my account on 10/11/2023.

Upon noticing this charge, I promptly contacted FNB and was advised to complete a Cheque and Debit Card Dispute Form, which I duly submitted on 10/11/2024. The department acknowledged receipt of my dispute on the same day with a commitment to respond within 5 business days. Unfortunately, to date, I have not received any communication or resolution on this matter.

Subsequent attempts to obtain information through the bank's secure chat on 15/11, 21/11, and 04/12 proved futile, as I was informed that there was no feedback, and I was advised to contact the ***** Department. Following this advice, I reached out to the bank on 6/12 and spoke with a consultant named Mamo, who, while unable to connect me directly with the ***** Department, assured me that my complaint would be escalated.

Despite assurances, I have not received any follow-up calls as of 14/12, and the unauthorized transaction remains unaddressed over a month since it was debited from my account. This prolonged delay and lack of resolution are disheartening, especially considering FNB's recognition for best query resolution with the Ombudsman.

I understand that issues may arise, but the lack of ownership, urgency, and communication in this matter is contrary to the high standards I expect from FNB. The continuous passing of the matter from one department to another has only added to my frustration.

I urge you to prioritize this complaint, conduct a thorough investigation into the unauthorized transaction, and expedite its reversal. Additionally, I request that a representative from FNB contact me promptly to provide a detailed update on the status of my complaint.

I value my relationship with FNB and trust that this matter will be resolved promptly to maintain the confidence I have in your services.