Account Closure Nightmare

I am extremely disappointed with the service I have received regarding the closure of my Premier Account.

On 17 July 2025, I contacted FNB telephonically to close my account. The consultant assured me it would be closed within 3–5 business days. To ensure a zero balance, I paid multiple fees, including two monthly account fees (on 5 July and again on 17 July) — which raises the question: why was I charged twice for the same period?

On the 5th business day, I checked and saw that the account was still open and now showed a negative balance of -R551.40. I then used the Secure Chat portal, where I was told to wait until the amount cleared before closure could proceed.

Once it cleared, I phoned FNB again, only to be told by another consultant that the process could take up to 10 business days, and that I should settle the negative balance. However, the consultant could not clearly explain where this negative balance originated from. I was promised that the account would be closed by Monday, 28 July 2025.

That date has now passed, and the account is still open. I will not be making any further payments for unexplained fees that seem to appear without justification, as I requested closure on 17 July.

This entire process has been unprofessional, frustrating, and completely unacceptable. Closing an account should not take this long, nor should customers be penalized with unexplained fees after requesting closure.

At this stage, I strongly do not recommend FNB to anyone based on my experience.

I expect urgent feedback and confirmation of my account closure without any further charges.