Card ***** - repayment amount does not correspond with email

I was a victim of credit card ***** on 22nd of December 2017.

I called Standard Bank card division and they assisted me with stopping my card as it was happening.

There were 3 ********** transactions: 1. Merchant: McDonalds Amount: R981 2. Merchant: McDonalds Amount: R907 3. Merchant: OnlineShop* Amount: R8072

I was informed that I would need to complete a dispute form, as I have shopped earlier in the month on the online shop where the amount was taken from. When I shopped previously on the OnlineShop website, I had to input a One Time Pin to authorise the transactions. When the ********** transaction occurred, it did not ask me for a pin and debited my credit card directly.

After completing my dispute form, Standard bank responded with an email stating the following : "Dear Mr. ***X Transaction date Merchant name Amount Dec 22, 2017 OnlineShop* R9960.00

We refer to your request to dispute the above transaction(s) on your Standard Bank Card.

It can take up to 90 days to get all the information we need to investigate the disputed transaction(s). We will let you know as soon as we have completed our investigations.

Note that we have credited your account temporarily while we investigate the disputed transaction(s). If we get information from the merchant's bank confirming that the disputed transaction(s) is genuine, the credit on your account will be reversed and we will send you copies of documents supporting the transaction. If you have any questions, please email us at **********

Regards

Standard Bank Card Division"

My problem is the following: In this email it states that the amount was to be credited to my account and only if they found any reason to not have paid me back, would they debit the account again. From the 3 ***** transactions, I was only credited for the 2 x McDonalds' transactions, which was R1888.00 in total.

I did not receive any amount for the OnlineShop* transaction. on 15 January 2018, I tried messaging the email address that was stated in their email, asking whether the amount paid to me was correct because I was concern due to the above email they sent me, it seemed that the amount would be credited back to me in full.

I did receive feedback, but it was a generic response: "Good day,

We confirm receipt of your email and please be advised that ***** is busy dealing with the matter.

Regards,"

This response did not address my request about the amount. I tried calling them but I was told to email my queries to the division as they do not take calls directly.

I decided to give it a few days and still haven't heard anything from them.

In the meantime, I have to pay interest on my card for the amount missing. Although I know it isn't a lot of money, it is still my money and do not see why I should be paying it in the first place.

All I want to know is, were they suppose to have credited my account R8072.00 as per their email? Was it accidentally credited to another account (human error happens) or, if they do not want to pay back, why not? I called them immediately when it happened, there was time to stop the process and the OnlineShop's website policy even states that when the card issuing bank informs them of *****, they immediately stop the shipping or, in the event it was shipped, they send their own people to collect from the address supp**** and they return the money.

*OnlineShop name withheld, as I do not have a problem with them