Unprofessionalism

Last year late December an amount close a thousand rand was taken from my account by some app. I opened a case with the ***** department immediately, to date I haven't received a response despite the numerous times I've called to make a follow up. They keep saying someone will call me back and never does. Before that ********** transaction took place, they sent me a warning message which was useless cos there was no option to decline it. I feel like the banks processes makes it easy for these ********* to take our money, more like they are on their side and not caring about protecting us as customers. So unprofessional.