Budget Facility - FNB

After numerous attempts to receive communication regarding a “Budget Facility Fee,” I still have not yet received a response from FNB (FirstRand National Bank)

I have been charged a budget Facility amount of R500 for the past three months, my third instalment just went off a few days ago. First, there was no information regarding this that I would be charged a Budget facility fee, there was no alert / or warning informing me of this fee.

Secondly, I received an email on the 2nd of April from them at 13:24pm, confirming the following: “Thank you for writing to us regarding credit card.

Please be advised that we do not charge for credit card budget facility.

Regards, Solomon Lebethe.”

God Bless this Solomon who rep**** confirming my doubts.

Since then, I have not received a refund / or any further communication. I have tried the following lines of communication:

1. Secure Chat option: After 7 times trying to get through to the Credit card division, each time I was the “8th recipient in line” or the seventh or the fifth whatever. I recently left my phone on loud and left the chat open on the app for about 40 minutes. I finally received a response; the response was that I was meant to be charged a budget fee for something which was bought last year. How would their banking system charge a customer for something several months later and how would I receive an email confirming that there should not be a budget facility charge. 2. I used the complaint/ Queries option about ten times, I received the email from Solomon after that and no response thereafter. 3. I tried calling and after spending about R30 a month of calling, I did not try again. The credit card facility employees’ jobs should be at stake judging by this lack of responses. 4. I have tried emailing and responding to Solomon’s email and still no response to date.

I have raised this query from the past 3 months, this is now ridiculous.

Proposal for a way forward: 1. I need to be compensated for all the times I have been charged a Budget Facility Fee 2. I need to be compensated for the Interest I was charged for these transactions. 3. I do not care if this is a norm from the Bank to charge Budget Facilities, the client received no warnings / or alerts prior to using Budget Facilities, neither was I was able to reach out to anyone (besides Solomon) regarding this issue. I want a letter stating what I went through was an error from the Bank and that the bank will fully compensate me. Solomon did confirm that there is no Budget Facility Charges. 4. I demand a go to client response team who will help me out with my queries moving forward, the Credit card Secure chat facility does not get connected despite trying through their working hours / The Complaints portal reaps no response, despite using it several times / The call centre is just as bad.

Ticket number: ***