Bad Service including Refusal to allocate payments to settle 3year covid loan. Allocating Payments despite being issued with proof of payments

I am saddened of how FNB has mistreated me, in-fact its more of abuse than anything, see below details for your own analysis:

On 21 February 2023 I requested a gentleman by the name of Mhlupheki Otumile(his email: mailto:***) for a settlement letter of a covid loan account I have with FNB.

He emailed it after one day, I could not access it as the password to the document was not my ID number as how he had mentioned. I followed up by notifying him, of which he never bothered to send me a correct document.

Since I was not getting a correct settlement letter, I decided to pay R4000 towards the loan account as an instant payment. This however doesn’t reflect to the account unless you ask them to allocate it which is strange at this time and age.

I sent him the proof of payment and the payment was allocated in full after 3days. Fast forward I paid the remainder balance of R3 485 and sent him the below email: “ Good morning Mhlupheki, Thank you for your assistance last time, please see attached proof of payment for the remainder balance (which was done as an instant payment) kindly assist with allocating the payment and issuing paid up letter for the loan. Your prompt assistance just like last time will be highly appreciated.” This is were everything went south. The payment was not allocated. I followed up with him two times after 7days of him playing hide and seek even saying the payment wasn’t done correcy, they eventually allocated an amount less than what I paid. I sent the below email to him:

“ Good morning Mhlupheki,

The amount that was loaded is not the same amount that, I paid see below screenshot: I paid R3 485 which was outstanding to settle the account ,Please refer to my POP sent previously for reference. I want to close this account and FNB has made it impossible.”

The above email was sent on 08 March 2023 and he ignored me up until I sent another email follow up on 14 March 2023 see below the email: “ Good day Mhlupheki, You have not attended to my query since 02 March, I humbly ask you to kindly assist in allocating the funds I paid on the subject line loan account and issue me with a paid up letter for this account.”

He followed by responding as follows: “ Good day, Payment was allocated and the account still in arrears by 290.96- This was your payment CREDIT XFR 3,195.02 Agreed upon amount R3 485 Please advise”

I followed by the below response:

“ I am getting frustrated because you don't read emails and open attachments.

I told you on the trailing email that I paid the agreed upon amount of R3 485 and only R3 195 was allocated and I asked you to kindly assist in rectifying the matter and you ignored me.

One last time see attached POP reflecting the agreed amount of R3 485 payment kindly resolve this before end of business today.“

His response : “ Good day, Your query has been escalated to the admin department for resolution. Kind regards”

Fast forward the issue was not resolved he has now recently come back with some *****ulent fee breakdown on email which doesn’t make sense since the amount was paid directly to the account on time.

What frustrates me the most is that FNB has refused for me to close an account for more than I month dealing with people who take as long as 8 days to respond to emails. I am frustrated because I just received a debit order fail message with charges coming from this loan that I paid up in full but FNB chose to be *****ulent just to keep me in their system which I believe is wrong to force people to have running accounts.

It is illigal of FNB to not allocate the correct funds paid to them and refuse me of my right to settle an account.

Funny enough I had a small issue when I moved to Nedbank and I was impressed on how they attended to the issue, FNB wont bother to provide such, thats what makes me sick and you cant call them, they keep transferring you to serveral divisions

Please urgently attend to this before I take legal action!!!!