Absolute disaster!!!

I am so disappointed in FNB!

I don’t know what else I have to do which is why I have resorted to escalating this matter to this platform.

First and foremost – I have recently been retrenched and am having such stress added to my situation just by engaging with FNB 

As I was retrenched, there are some covers in place which are meant to assist me during my time of seeking employment so I submitted all my documentation through to FNB for 3 of my personal loans (1 through Direct Axis, the other through Call Direct and the last one with FNB directly) and for my home loan with FNB. I received confirmation emails that all of my claims had been approved for all 3 of the loans and the bond as well. In these confirmation letters, it indicated that there would be payment made directly to FNB from the insurance pay-outs.

Subsequent to that, FNB still debited my bank accounts (debits were run from both my nominated capitec account and the FNB cheque account which I opted to keep open with FNB – note that there was no mandate given to FNB to debit from both accounts) without authorization to do so as I’d changed banking details with them prior my retrenchment. I have been receiving countless messages that my accounts are in arrears and have been incurring banking unnecessary bank charges as there have been bouncing debit orders which I am paying for while retrenched! Let us not mention the impact this is having on my credit record/score?!

Given the situation, I then called FNB *** at 8:55am) to try get some assistance on the 18th of December and recorded the phone call (this is how we now need to deal with FNB) and spoke to a lady by the name of Wanda/Wonder and asked her to the following questions which she failed to answer and told me she ‘hopes’ someone will come back to me and will give me clarity:

1 – Why is there a variance/shortfall in the amount which I was being debited for my home loan (+-R10k p/m) and the amount being paid out by the insurer? 1.2 Is this an amount which I need to pay to the bank or is this amount waivered as I am retrenched as I do not want to be caught with my pants down in any situation resulting from not being informed? 2. When were my claims approved (bond and 3 loans) and when did payment(s) commence from the insurers side as Wanda was saying the payments were backdated to October which was the month I was retrenched? 3. What happens to the amounts which were debited from my personal accounts for both the loans and my home loan while FNB was receiving money from the insurers as I am still being debited to date? 4. I also got a sms telling me that the insurer would be paying the last payment through to the home loan dept when it was only the 1st pay out that they’d paid which Wanda wasn’t able to assist me as well?

5. I now also want to ask how it is that FNB can willy nilly debit any account which they wish of customers without necessary consent? 6. I also want to know who takes the knock for all of this nonsense which has happened as it has prejudiced me financially and to the benefit of FNB as they keep on charging me for failed debits etc on my accounts.

Wanda said that she would escalate my matter to assessors as she couldn’t give me answers because the system wouldn’t allow her – or something along those lines. To date, I have heard nothing from Wanda or any assessor and have only received messages that all my accounts are in arrears and that I need to make payment arrangements!

I also wish to advise whoever is reading this what I wish to close both my credit card and my cheque account with FNB with immediate effect and they can advise me how much I need to pay to close the accounts as I cannot have any more of this – especially during this difficult time in my life. This is non-negotiable so I would appreciate it if nobody tried to convince me otherwise because I’ve had it and do not wish to associate myself with the organisation with the exception of my long term contractual obligations.

The numbers for the private banker don’t even work (Makgotso Maine – ***/***) whereas FNB makes a big song and dance about being able to get help at any time which is followed by ‘premium’ banking charges.

Just an FYI – I must applaud Capitec on how swiftly they dealt with the very same issue – their communication was prompt and I was clear at all times on the process and what to expect and it was a very simple and transparent process. You guys on the other hand…Shame!

Yesterday I spoke to another gentlemen who called me saying my accounts are in arrears and I explained the story to him and his advice was that I got to Fairland and they have offices there where someone can assist me – now I don’t blame the guy at all for coming up with some sort of solution around this problem but I mean really guys – so now I must drive some 80kms to get assistance on such a simple matter?

Can I please get answers on the above questions and also get a way forward on what I need to do to close the abovementioned accounts. I would honestly even change my home loan with you guys if I knew how!

Total disaster!