2 months and counting without a resolution

A couple of months ago I stopped earning eBucks. Upon checking the dashboard it said that one of my accounts are not in good standing. I also noticed that at the exact same time I couldn't use my revolving facility. Putting 2 and 2 together I figured that the revolving facility is the issue. I enquired with my private banker who said that he can see there's a block on the facility but that he can't see why and proceeded to remove it.

At this point I was still unable to earn eBucks. Now I used to earn anything from R600 to R1000 worth of eBucks a month. That's a large amount of money to lose every month. My private banker was at a loss as to why this is.

One day I phoned the private clients service suite and spoke to a very friendly gentleman who advised that I need to re-do the tax compliance and that this will sort everything out. It didn't work.

A ticket with the eBucks department was created and they just said it's because my revolving facility is not in good standing.

Now it's a good time to mention two things.

1) I've never missed a payment on my revolving facility, ever. 2) A couple of months ago, coincidentally around the time the issue started, I changed the debit order date on the revolving facility from the 30th to the 26th simply because it works better for me if everything goes off a day or two after my salary gets deposited into my account. The first month FNB did not subtract interest from the facility but the next month they deducted double, so all was well.

eBucks sent me to one department, who sent me to the next, who sent me to the next etc etc. A lady (who I won't name) in the risk department was absolutely nowhere. I got put through to her, asked her a few simple questions, she said she had to ask her manager and would phone me back, she did. She advised me that my revolving facility went out of good standing in June of 2020 (note, not 2021, 2020!) and that I needed to pay R1900 immediately. I held her on the phone while I pulled both current and revolving account statements, debits went off as normal and nowhere did it state that I am in arrears. She once again said she needs to speak to her manager but I never heard from her again.

Since then I've phoned multiple numbers, got transferred to multiple departments to no avail. The answer remains the same, my revolving facility is not in good standing since almost 2 years ago, but nobody can tell me why only now my eBucks stopped working and nobody has an answer when I produce the statements showing that there was never any missed payments.

Now here's the part that actually got me as far as coming to HelloPeter. I've been in contact with my private banker (who I won't name publicly) on-and-off over the last week, the last time we spoke he agreed with me that none of this makes sense and that he will take it up with his risk department and will get back to me. That was 2 days ago. He's not answering my emails and he's not answering any of my multiple calls over the last 48 hours.

This is extremely poor service. I once had a private banker named Ashvick Sewkarran who was extremely helpful and very knowledgeable about the services and products FNB offered but he was suddenly off my account and I was left with someone who aren't interested in helping me at all it seems.

I'm at the point of engaging with another bank and just moving all my business there.

Please can someone SENIOR phone me, someone who has access to my statement history, and has both knowledge and access to all departments who will be able to help me, get in touch URGENTLY.