Very poor and unacceptable service in resolving an issue caused by you

Yesterday evening I tried to do an online purchase from Echo’s Record Bar in Brakpan. I received an error that I needed to contact FNB. I went onto your website to look for your Credit Card team’s contact number and found that their office hours are from 0800 to 1900. I then tried to do the payment again and received the 'Your card has exceeded usage limits, please try again after 72 hours (Z9)' error message. I then received a sms message from FNB saying: Suspicious transaction declined on card ending 4099 and to call *** if *****.

After spending an hour on calls to FNB this morning where I was transferred from your Credit Card team who then transferred me to your Credit Card ***** team who transferred me to your ***** team who then removed the block. The person I spoke to said that after we ended the call I would be able to make payment. I then tried do make payment and I received the 72 hour error message again. I then phoned your ***** office The gentleman who I spoke to told me that the block had been removed and that I would need to call the Credit Card team.

I then phoned your Credit Card team number and selected option 1 of your IVR. The guy I spoke to informed me that I had gone through to the wrong office. He then transferred me to another guy who after a while said that I needed to give him permission to access my account via the FNB telephone APP. I told him that I do not use APPs. He then said I needed to go to my nearest FNB branch.

I went to your East Rand Mall branch. The reception lady phoned your Credit Card team and after my thumb prints were taken a lady assisted me and after a longish conversation advised me that it takes a few hours for my card to be reactivated.

I tried to do the payment again just after 1700 and I am still receiving the 72 hours error. This is unacceptable. I spent over an hour in your branch this morning. I have been going around in circles. I have had to make payment from my bank account. Prior to my attempted purchase I made a payment to my credit card to cover it. Because of this poor and unacceptable service I have spent more money this month which was not necessary.