URGENT: Missing Funds, Failed Resolution & Ongoing Financial Prejudice

I am lodging this complaint after almost a month of failed attempts to resolve a serious issue involving missing funds from my FNB account. I have banked with FNB for many years, since I was legally able to open an account, and trusted the institution to safeguard my money. Unfortunately, this experience has completely eroded that trust. I noticed a significant discrepancy between my balance and available balance, with funds missing from my account. An FNB consultant confirmed that she could see the discrepancy but could not see any pending transactions. I was then referred to another department due to the matter possibly relating to my virtual card. The virtual card department confirmed that they could see the amount and that it was pending, yet no merchant details were visible. I was assured that a refund would be logged and that the funds would be reversed within 24 hours. This did not happen. After following up for three consecutive days with no assistance, I only received a response after threatening to log a formal complaint. I was then advised that the reversal would take four working days, which had already lapsed at the time the feedback was provided. Thereafter, I was instructed to log a dispute—an impossible request, as the missing funds do not appear on my statement or transaction history. I do not have a merchant name, transaction date, or reference number. This has been confirmed by FNB staff themselves. Despite this, I continue to be sent back and forth between departments and the dispute team, repeatedly being asked to provide information that FNB cannot produce. An advisor has explicitly stated that: The funds are pending The merchant cannot be identified The transaction does not reflect on my account This leaves me with no recourse, while my money remains inaccessible. This situation has caused financial hardship, emotional distress, and significant inconvenience, particularly during the festive period. I should not have to chase my own bank for weeks to recover funds that are rightfully mine. I am now formally requesting: Immediate escalation to senior management A full investigation with written feedback Reversal of the missing funds without further delay If this matter is not resolved urgently, I will have no choice but to escalate it further to the Banking Ombudsman and relevant regulatory bodies. This level of service is unacceptable and does not reflect the standards FNB claims to uphold.