Credit card issues

Good day,

My name is Christian.

I lodged a complaint on the 26th of February 2023 about my credit card that had been compromised.

I received assistance over the phone, my credit card was frozen and a new one requested, and on the 28th of February I received a message that the new credit card had arrived at Eastgate branch as requested by me.

Then the bank sent me an email, giving me the result on the ***** case and advising me on how to keep my account safe. But I noticed that another unauthorized payment of R500 was made on my credit card to RD ***7 on the 3rd of March 2023, after my credit card was frozen! . I never authorized that, no OPT code was requested, I don't even know what that account is. I have not used my credit card since I reported the *****, I have not even gotten my new card. And I certainly have not used my credit card on the app to pay anyone. I thought I was unable to do so, since my card was frozen and the new one has not been received by me?

The following Saturday (04/03/2023) I went to the bank at Eastgate to get my card and to investigate the unauthorized payment. I arrived there at 9h , and was given ticket S 30. I waited for 3 hours and no one helped me, they called tickets 1 to 29, then jumped to ticket 44. A few people complained, including two elderly women (one was ticked 36 and another ticket 32), but your staff at Eastgate were quite unprofessional. So after 12h I decided to leave even though I had not been helped because I had other errands to run. I thought about calling and reversing the unauthorized payment.

I called number ***at 12h32 on the same day, and the call lasted 34 minutes and 57 seconds in total. A gentleman helped me, and transferred me to the ***** department after authenticating me. A ***** department consultant also authenticated me, then transferred me to the Transactions department. The Transactions department consultant authenticated me, then announced me that she was transferring my call to the ***** department. I told her that the ***** department had just transferred me to Transactions, so she asked me to wait on the line. I waited until my airtime was finished.

All the above is very unfortunate, the service both on the telephone and in the branch was appalling. I would like to be helped please about the R500 unauthorized payment as soon as possible, as I suspect that even after reporting the ***** my card is still compromised. What's even more ridiculous is that when I phone to report all this I am being taken from pillar to post by your consultants.

Regards,

Christian.