FNB takes very long to reply to any correspondence. I usually wait around 4-7 days before hearing from them, sometimes even longer. If you do not phone them or go to a branch, FNB is worse than the government when it comes to correspondence. So, be cool. I am still sure they will replace it.So, no feedback from FNB yet. I lodged three different complaints: One through FNB Connect, put my private banker on their case and one Hello Peter complaint. I work as scientific advisory support at a law firm. Should they insist I'm guilty and hold me liable for that ludicrous payment, I will ask one of the lawyers who specialise in CPA cases to take over correspondence on my behalf. These procedural processes are a schlep, but I'm in it now and will not back down until they come to their senses.