Where is the service?

I logged a dispute query on my virtual card on the 24 April. I received an email says I will receive response within 5 business days.

After 6 business I tried to follow up, messaging on the app, staff cannot assist. They gave me a number to call. Department said they can’t help and put me through to the dispute department.

Oh no they can’t help I need to speak to my type of account department. Finally when someone was willing to listen to what i require the lady told me she is not sure why i got an email saying 5 days cause its normally a minimum of 14 days.

Please tell me, how can you approve a new transaction within 24 hours(like opening new accounts, creating loans etc), but it takes you a minimum of 14 days to resolve a simple query?

In the meantime my card must stay blocked and I can’t use my card until FNB one day decides to assist.

I can’t even get any update or feedback on this matter.

On the email it says the following:

“SMS notifications will be used to update you on the progress of your dispute. If however you have not had feedback from us, please monitor the account after five (5) business days to ensure that action has been taken, or the account balance has been adjusted.

To ensure continuous tracking of this service request please use the ‘Reply’ button to this e-mail thread for your queries pertaining to this subject matter, and send the email to DebitCardDisputes@ fnb.co.za“

But when i sent a follow-up email, by doing exactly the above, 2 days ago, i got the exact same auto reply, 5 business days. And yet still NO answer, NO SMS, NO phone call, nothing.