Nokuthula M

Subject: Missing Refund – Poor Service and Lack of Resolution

I am extremely disappointed with the service I have received from FNB regarding a missing refund on my account. On 23 April, a transaction of R1830.65 was made to Booking.com. I cancelled the booking, and the cancellation was approved on 24 April. A refund was subsequently initiated. According to my bank statement, the amount of R1830.65 was credited back into my account. However, I did not receive any inContact notification confirming the reversal, and more importantly, the funds have not reflected in my available balance. I have made multiple attempts to resolve this matter through FNB’s support channels. I have spoken to six different consultants via Secure Chat, each providing conflicting information about the status of my refund. I also contacted the call centre, where the consultant was unable to explain what had happened or assist in resolving the issue. This lack of consistency, accountability, and resolution is unacceptable. As a customer, I expect clear communication and efficient handling of financial discrepancies. I request that FNB urgently investigate this matter, provide a clear explanation of what has happened to my refund, and ensure that the funds are correctly reflected in my account without further delay. This experience has been highly frustrating, and I hope for a swift and satisfactory resolution.