Poor complaint handling, poor ***** detection

The basis of my complaint is as follows: Investec Bank requires me to register the dates and country of any overseas travel where I plan to use my Investec credit card abroad. *****ulent "card present" transactions were made on my card from overseas (Hong Kong) I do not dispute that I interacted with a phishing sms, which I thought was a genuine postal delivery that I was expecting. My complaint is that Investec should not allow overseas "' card present"' transactions unless I have registered my card for overseas use. This is a clear process failure on their side.

In aggravation, they have caused me significant additional stress by taking so long to respond to my complaint: The complaint was logged on the 14 of March, I complained again to my account manager on the 22 March, as I had not received an acknowledgment of the complaint. I then received acknowledgment of the complaint on the 23rd of March, with no further response, updates or communication until I complained again on the 13 April, asking to speak to a manager. When I emailed a request for a manager to call me, I then received the final response to my complaint, one hour later. This is poor service and also creates general distrust in Investec's processes and rigor as a financial institution.

Best regards