Absolutely shocking and unacceptable service from Direct Axis / WesBank / FNB!

I have been trying since 5 March 2026 to get something as simple as a settlement letter and to update my debit order date to align with my salary (from the 25th to the 31st). Over a month later — NOTHING has been resolved.

I have made countless calls, wasted my own airtime, and been passed from one consultant to another. Every single time I’m told the same thing: “your email is confirmed” and “the letter will be sent” — yet I still haven’t received it!

To make matters worse:

My debit order date was NEVER updated, despite being told it was. My account was debited on the 25th anyway. A consultant then went ahead and processed an additional manual debit on the 31st, resulting in me being DOUBLE DEBITED.

This has caused bank charges, financial strain, and my other accounts to fall into arrears — all due to your incompetence.

I have requested a refund for the incorrect debit, and now I’m being told I must wait up to 7 working days for money that was taken from me in error? Completely unacceptable!

I have also been promised manager call-backs that never happen, and on one occasion was told the entire department was unavailable due to a “team building” — is this a joke?

How difficult is it to:

Send a settlement letter? Correct a debit order date? Refund money that was wrongly debited?

This is pathetic service and a complete lack of accountability.

If this is not resolved urgently, I will be escalating this matter to the National Credit Regulator and the Banking Ombudsman.

I want:

My refund processed immediately My settlement letter sent without further delay My debit order date correctly updated Reimbur*****t for bank charges caused by your error

Sort this out — urgently!