About to leave the Bank

To: The Chief Executive Officer First National Bank (FNB)

Dear Sir/Madam,

RE: FORMAL COMPLAINT AND REQUEST FOR URGENT INTERVENTION REGARDING A HISTORICAL DISCOVERY CREDIT CARD ACCOUNT, LEGAL COLLECTIONS, AND THE WITHDRAWAL OF PREMIUM BANKING BENEFITS

My name is Thabani Mdletshe, Identity Number ********, and I am writing to formally express my profound disappointment and concern regarding the manner in which a historical Discovery credit card account, dating back to approximately 2009, is currently affecting my banking relationship with FNB.

I am approaching the bank with the sincere hope that this matter will receive the urgent attention it deserves and that a fair, transparent, and satisfactory resolution can be reached. I have been a loyal FNB client for years, and my decision to maintain my banking relationship with the institution has been based on the convenience, reliability, and quality of service I have come to associate with the bank.

It is therefore deeply disappointing that an unresolved historical account, which I understood to have been settled many years ago, has now become a source of ongoing distress and has seemingly affected the benefits associated with the premium banking services for which I continue to pay monthly fees.

1. BACKGROUND AND HISTORY OF THE DISCOVERY CREDIT CARD ACCOUNT

In or around 2009, I held a Discovery credit card account that subsequently fell into arrears and was handed over for legal collection. I understand that a judgment was eventually taken against me in connection with that account.

However, the account was paid a considerable time ago, and the judgment was subsequently removed. Given that these events occurred more than a decade ago, I unfortunately no longer have the supporting payment documentation available to me.

For many years, I proceeded on the understanding that this historical matter had been resolved. I subsequently returned to FNB and opened a Premium Banking account, which I have continued to use for years.

My decision to return to FNB was deliberate. I value the bank's services, the convenience of its banking facilities, and the ability to manage my personal banking through an institution that also has an established presence in my working environment.

I have continued to maintain my banking relationship with FNB in good faith, paying the applicable monthly account fees and making use of the services and benefits associated with my account.

It was therefore concerning when I noticed that a loan account had appeared on my banking profile. Upon making enquiries, I discovered that it related to the old Discovery credit card account.

This discovery was particularly troubling because of the considerable time that has passed since the original account arose, my understanding that the account had been settled, and the fact that the judgment associated with it had been removed.

2. CONTINUOUS LEGAL COLLECTION CALLS AFTER MORE THAN 15 YEARS

Over the past several months, I have received numerous telephone calls from individuals identifying themselves as representatives of the bank's legal department or legal collections team. These calls relate to the historical Discovery credit card account, with demands that I make payment.

I find this situation extremely concerning and distressing.

How can an account dating back more than 15 years continue to affect my banking relationship in this manner, particularly when my understanding is that the account was paid and the judgment was subsequently removed?

I fully appreciate that financial institutions have a responsibility to manage outstanding debts and protect their interests. I am not asking FNB to disregard any legitimate obligations. Rather, I am requesting that the bank investigate this matter thoroughly, establish the account's true status, and provide me with documentary evidence explaining the basis on which payment is now being demanded.

Specifically, I request that FNB provide me with:

A complete statement of the historical Discovery credit card account. The original account agreement and relevant account-opening documentation. A detailed transaction history showing how the alleged outstanding balance arose. A breakdown of the amount currently being claimed, including the original principal, interest, fees, legal costs, and any other charges. Confirmation of the date of the last payment or acknowledgement recorded on the account. Details of the legal proceedings and judgment previously associated with the account, including the relevant case reference and the circumstances under which the judgment was removed. Documentary evidence explaining why the bank considers any amount to remain outstanding despite my understanding that the account was settled.

I further request that FNB investigate whether the account is subject to any applicable prescription rules and whether the bank or its appointed representatives have a lawful basis for continuing collection activities.

Given the age of the account and the history described above, I believe it is reasonable to expect the bank to establish the facts before continuing to pursue payment.

3. WITHDRAWAL OF MY PREMIUM BANKING BENEFITS

What has caused me particular frustration is the apparent withdrawal or suspension of certain benefits associated with my Premium Banking account.

For years, I have enjoyed eBucks benefits linked to my banking relationship, as well as access to the Slow Lounge when travelling, subject to the applicable account benefits and qualifying criteria.

These benefits have formed part of the value I associate with my premium banking package. I have continued paying my monthly banking charges with the reasonable expectation that my account would provide the services and benefits for which I qualify.

However, I have recently noticed that I am no longer receiving the eBucks benefits previously associated with my account. In addition, I have lost access to the Slow Lounge benefits that I had enjoyed for years when travelling.

Consequently, whenever I travel, I may now have to pay separately for lounge access that I previously received as a qualifying banking benefit.

This is not simply a matter of losing rewards or lounge access. It is about the uncertainty surrounding the treatment of a loyal customer who continues to pay for a premium banking service but is experiencing a reduction in the benefits previously associated with that service.

I am particularly concerned that these changes may be connected to the historical Discovery credit card account.

If that is the case, I request a clear explanation of the contractual or policy basis for the restrictions, the date on which they were implemented, and the specific qualifying criteria I am alleged not to meet.

If my benefits have been suspended because of this historical account, I request that FNB review the decision and explain whether the action was consistent with the applicable product terms and conditions.

I also request that the bank assess whether any benefits were withheld incorrectly and, if so, whether appropriate reinstatement or compensation is warranted.

I do not believe it is unreasonable to expect transparency and fair treatment, particularly when I have continued to pay my monthly banking fees and have not knowingly disregarded any legitimate obligation.

4. MY LOYALTY TO FNB AND THE IMPACT ON MY TRUST IN THE BANK

I would like to emphasise that I am not writing this complaint because I have lost confidence in banking as a whole. I am writing because I have a genuine attachment to FNB and would prefer to resolve this matter with the bank rather than be forced to consider moving elsewhere.

Over the years, FNB has become an important part of my daily financial life. I value the convenience of its services, the accessibility of its banking facilities, and the familiarity I have developed with the institution.

My banking relationship is also relevant to my working environment, where FNB is used, making the bank's services particularly convenient for me.

I have chosen to remain with FNB because I believed that maintaining a long-standing relationship with the bank would provide continuity, convenience, and a positive banking experience.

It is therefore disheartening to find myself in a position where an account originating more than 15 years ago is now causing repeated collection calls and appears to coincide with the loss of benefits associated with my current banking package.

The situation has left me feeling that the value of my loyalty is not being adequately recognised.

I understand that banking relationships are governed by contractual terms and policies. Nevertheless, I believe that a long-standing customer deserves clear communication, a fair investigation, and a meaningful opportunity to resolve a dispute before decisions affecting the customer's banking experience are allowed to continue without adequate explanation.

I have no desire to abandon a bank that I have grown comfortable with and genuinely prefer to use. However, it is becoming increasingly difficult to justify remaining with an institution when I am paying for services while experiencing unresolved issues that affect the value and convenience of those services.

I sincerely hope that FNB recognises the importance of resolving this matter before the damage to our banking relationship becomes irreversible.

5. FORMAL REQUESTS FOR INVESTIGATION AND RESOLUTION

In light of the above, I formally request that FNB:

5.1. Investigate the historical account

Conduct a comprehensive investigation into the Discovery credit card account, including its payment history, current balance, legal status, and the circumstances surrounding the removal of the previous judgment.

5.2. Verify the alleged outstanding debt

Provide documentary evidence establishing whether a debt remains legally enforceable and, if so, the precise amount outstanding and the legal basis for the claim.

5.3. Review the collection activities

Investigate the repeated telephone calls from the legal department or its representatives and confirm the legal basis for the continued collection efforts.

Pending the investigation, I request that the bank consider placing collection activity on hold where appropriate, particularly while the account history and enforceability of the alleged debt are being verified.

5.4. Investigate the suspension of banking benefits

Provide a written explanation of why I am no longer receiving the eBucks benefits previously associated with my account and why my Slow Lounge access has been affected.

I request confirmation of whether these changes are connected to the historical account and whether they comply with the terms and conditions applicable to my Premium Banking package.

5.5. Restore eligible benefits

If the investigation establishes that my benefits were incorrectly suspended or withheld, I request that they be reinstated promptly and that any appropriate adjustment or compensation for benefits incorrectly withheld be considered.

5.6. Correct any inaccurate account information

If the investigation identifies inaccurate, outdated, or improperly maintained account information, I request that FNB take the necessary corrective action, including any appropriate corrections to information shared with credit bureaux or other relevant parties.

5.7. Provide a formal written response

I request a comprehensive written response addressing each of the issues raised in this complaint, together with a clear explanation of the steps the bank intends to take to resolve the matter.

Given the length of time that has passed since the original account arose, I believe that a thorough investigation is necessary before any further conclusions are reached.

6. MY EXPECTATION AS A CUSTOMER

I wish to make it clear that my objective is to achieve a fair and reasonable resolution, not to engage in unnecessary confrontation with the bank.

If a legitimate outstanding obligation can be established through reliable documentation, I expect the bank to explain the matter transparently so that it can be addressed appropriately.

Equally, if the account was settled, if the alleged balance cannot be substantiated, or if the continued collection activity is not legally justified, I expect FNB to take the necessary steps to correct the situation.

I also expect the bank to explain the treatment of my current Premium Banking account independently and fairly, in accordance with the applicable terms and conditions.

I am particularly concerned about the possibility that an old and disputed account may be affecting my current banking benefits without my having received a satisfactory explanation.

As a customer who continues to pay monthly banking fees, I believe that I am entitled to clarity regarding my account status, the services available to me, and the reasons for any restrictions imposed.

7. CONCLUSION: AN OPPORTUNITY TO PRESERVE A VALUABLE BANKING RELATIONSHIP

I am bringing this complaint directly to FNB because I would prefer to resolve the matter constructively and preserve a banking relationship that has served me well over the years.

I have remained with FNB because I value the bank, trust its services, and appreciate the convenience it offers in both my personal and working life.

However, loyalty should not mean that a customer must endure ongoing uncertainty, repeated collection calls concerning a historical account, and the possible loss of banking benefits without receiving a clear and satisfactory explanation.

I respectfully ask FNB to look beyond the account reference and recognise the customer behind this complaint: a person who chose to return to the bank, who has continued paying for its services, and who genuinely wishes to remain a customer.

It would be deeply disappointing if, after so many years of banking with FNB, I were ultimately forced to move my accounts elsewhere because an issue dating back more than 15 years could not be resolved fairly and transparently.

I would much rather see this complaint result in a proper investigation, the correction of any errors, the restoration of any benefits to which I am entitled, and the rebuilding of my confidence in the bank.

I therefore request that this complaint be escalated to the appropriate senior management team for urgent attention and that I receive a written acknowledgement and a substantive response within a reasonable period, preferably within 10 business days.

I trust that FNB will treat this matter with the seriousness it deserves and demonstrate its commitment to customer service, fairness, accountability, and the preservation of long-standing customer relationships.

I remain hopeful that the bank will take the necessary steps to resolve this matter before I reach the difficult decision to terminate a banking relationship that I have genuinely valued.

Thank you for your attention. I look forward to receiving your response and to a fair and satisfactory resolution.

Yours faithfully,

Thabani Mdletshe Identity Number: FNB Premium Banking Client *** ***