Poor Service, Atrocious
Good Day,

I don't usually do this (complaining) but when I've exhausted all possible channels I have no other choice. About a week ago my account was closed by Betway FICA team, due to a deposit of R250 made by me on October 19 2021. Now I've explained the following scenario about a million times to your call centre and the live chat consultants but I will do it here one more time. The deposit (R250) in question was made on 19th October 2021, however on that very same day I got an sms from my bank saying they spotted 2 potential fraudulent transactions on my card (not the Betway transaction) I confirmed the bank's suspicion and they cancelled the card and issued a brand new card. Now here is where the confusion comes in, the R250 went off my account processed on the old card number on the 19th. As you are probably aware that card transactions take about 24 hours before it's completed processed "pending authorisation" or "clearance", this caused the amount of R250 to be "cleared" or "authorised" on the new card number (which can clearly be seen on 23 October the statement I provided) as the previous card was now non existent at this point. The statement I provided even reflects a card replacement fee to further back up my story. 

I contacted your company and I was asked to submit the following: proof of residence, ID, picture of the card, bank statement reflecting the transaction in question, and a letter from the bank saying "the dispute has been resolved".

I submitted all the above documents except the letter from the bank stating "the dispute has been resolved", I've been on the phone with my bank for numerous hours speaking to different departments and everytime I get the same answer, NO SUCH LETTER EXISTS. 

Now I get that your FICA team has procedures to follow that I understand, but when  someone issues a stamped statement from a bank, reflecting the transaction in question, showing that funds were available for it to be processed, then I don't see why the the letter from the bank is necessary (the statement is stamped and authorised by the bank), also the statement clearly reflects a card replacement fee processed during the period in question. I've done my part. 

Prior to this I've never had any problems with your company, I like the platform and the app, but at this point I don't care whether you open my account or not all I want is for you to refund the balance currently in my account so I can take my business elsewhere, somewhere where I won't be treated like a fraudster even after I've provided required information. 

Thank You