Urgent Complaint Regarding Unresolved eWallet Refund – Reference Number ***2

Dear FNB Customer Service, I am writing to formally express my deep dissatisfaction with the handling of my eWallet refund request. On 23 September, I withdrew funds from my eWallet which were supposed to total R500, but only R400 was dispensed. I immediately contacted your call centre and was assured that the missing R100 would be refunded. I was even provided with a reference number: ***2. However, despite this assurance, I have yet to receive the refund. When I followed up a week later, I was informed that the reference number could not be traced. I was told the matter would be escalated to the eWallet department and that I would receive a call — which never happened. To make matters worse, during a subsequent follow-up call, I experienced unacceptable customer service. One of your consultants, Charmaine, abruptly ended the call without resolution. This behavior is not only unprofessional but deeply disappointing, especially coming from a bank that prides itself on trust and reliability. I am extremely frustrated and concerned by the lack of accountability and transparency in resolving this issue. I expect immediate action to be taken to refund the outstanding amount and to address the poor service I received. Please treat this matter with the urgency it deserves.