Atm Swallows Cash

To whom it may concern.

Exceedingly frustrated and disappointed with the service regarding Durban North FNB and FNBs 24hour helpline.

On June 30th at 21:19 I went to the ATM to deposit R3170 into my account. Once I placed my money in the atm it immediately closed and gave me my card back and printed a slip saying the cash deposit was unsuccessful. In other words that money was now sitting in the machine and not my account. And the option to deposit cash was now closed.

I frantically called the 24hr help line to explain. The lady whom I spoke to, first asked me 'what is the number on the slip', as there are rows of different numbers I was unsure which one she wanted, I also explained to her that the time on the slip was incorrect as the slip said time 19:21 but it was definitely 21:19, she then asked me if I could go inside the bank and ask the staff for help. At 21:19? I had to explain to her that the bank is closed at that time. When I asked her if I could figure out which number she needed off the slip, she then told me she never asked me for a slip number. I realised she was unfit to help me as basic logic and memory had escaped her.

I then went to the FNB Durban North Branch at 9am today (being the next morning). The man who helped me was also unhelpful and at times unbelievably smug. When I explained what had happened he told me to fill out the necessary forms. Once I had done so he told me it would take 2 days for the ATM department to assess the situation and put the money back in my account. That was all well and good. But when I explained to him that I was extremely stressed and concerned that all my debit orders would bounce as it was now the first and what could I do about that because I don't want bad credit his response was 'did you put your money in the atm folded, if you did that messes up the machine'. I said no, then asked again is there anything I can do to not get bad credit. He clicks away on his computer and says 'are you talking about your loan payment? ' (which comes off on the 25th not the 1st so obviously not) I said 'no'. He then says 'well you missed that payment too and let it bounce'. I then explained to him that I have NEVER missed a loan payment so I had no idea what he could possibly be looking at. After which he suggested I get an overdraft. Now this was good advice however his wording was let's get you an overdraft to make sure this doesn't happen again. I was under the impression that he meant so if something happens next month you will have an overdraft. I explained I needed something to fix the issue NOW, and he said that he could do nothing to fix my debit orders from bouncing this month (my debits had not come off my account yet). Had he explained that the overdraft would work from today I would have said yes. So I asked is there nothing else you could do, he said 'there is nothing FNB can do if customers choose to leave paper and rubber bands with their money and it breaks the atm', as if it was my fault this happened. I said so this month is just going to be a red flag then, he clocked his head to the side and said with a smug smirk on his face 'yeah it will'. I then decided I needed to leave. I asked for any form of proof I was there like I copy of the form. He said yes, got up, turned around to look at the copier, sighed, sat back down and said 'yeah we will sort it out for you, you can go'. I was confused and said so I must leave without any reference or proof of being here. He smirked and said 'yes'. And so I left.

So now I have no reference number for my complaint and I have actually lost my faith in FNB. As there staff seems to lack logic, comman sense, and understanding of their own systems let alone how to speak to customers.

Not impressed at all.