Appalling service after my mother's death

• My mother passed away in March 2016. During the first 3-4 months after her death, I paid off all her debt with no pains, but after numerous attempts and shouting sessions, I couldn’t get hold of the right people at FNB to try and settle her cheque account overdraft of +-R6500 at that time so I eventually gave up. A YEAR LATER only, I submitted an e-gazette in February 2017. I had no phone calls or emails from FNB to claim this amount. 5 months AFTER the e-gazette expired (30 days), I eventually got a phone call in June 2017 from Olerato Morule at FNB, trying to claim this debt, and after the above explanation given, I forwarded the e-gazette to Olerato Morule. I did not hear a word from this person after that, or have had another phone call. I assumed the silence meant the issue was then resolved and the debt written off. The apparent reason for not getting the right people to help me at that time, was that this overdraft was ‘converted’ to a loan. The overdraft department couldn’t help me at the time, and neither the deceased accounts department, nor the loan’s department.

Months went by, and 2 weeks ago I went to my nearest branch to close my mother’s estate account, only to find that there is a risk profile opened against my mother’s R6500 overdraft/loan debt. The lawyers are apparently looking for my dead mother. Good luck to them!!

The lady whom assisted me at the branch showed me the notes made on the FNB system last, and that is that they got hold of me and awaiting the email with the e-gazette as mentioned telephonically, but nothing was made note of after that confirming receipt of the e-gazette and to write off the debt. Seems very convenient that only certain things were recorded on the FNB system.

I went back to my office, furious, and sent an email to ********** to solve this problem of the outstanding debt. I had no idea where to go anymore and therefore sent the email to the most logic option, being the deceased accounts department. After numerous mails trying to get this department to understand what the situation is and that they should write off the debt cause I want to close the mentioned estate account, no one still understands, and refers me from one person to the other and eventually to the nearest bank saying, and I quote ‘Kindly note on our side we are not mandated to assist with accounts opened after death of death. Estate late account can only be closed at the branch as it was opened there’. THIS IS NOT THE PROBLEM!!

My actual problem is - and please read this carefully, cause understanding seems to be a problem at FNB: 1. The debt hasn’t been written off as per my e-gazette notification. The debt needs to be written off in order for me to: 2. Close the estate account. I cannot do this due to the fact that there is a risk opened against my mother’s name for outstanding debt 3. This estate account is running banking cost that I want FNB to take ownership of due to the incompetence I had to deal with in trying to sort this out for over 2 years. I will NOT be paying for banking cost if this issue should have been sorted 1.5 years ago already when the e-gazette was published

I have been a client of FNB for 28 years – this is disgusting service!! Absolutely appalling! I am 1mm away from closing all my accounts at FNB and going to Nedbank. I am sick and tired of the ****. This is already a very emotional process, and then *********** people at FNB does things like this

I demand that a competent person, from the CORRECT department, phone me on my cell to sort this out. This email should be sufficient information to do so. I will not be answering any further questions, but merely to hear that it will be resolved.