Card purchases debited twice, then FNB demanded we repay the overdraft its error caused

On 2 November 2026 two card purchases on our FNB cheque account were each debited twice: one of R31,429.00 and one of R459.48. R31,888.48 was taken in error. On 3 November at 19:33 the FNB app said: "We identified an error that may result in a duplicate settlement transaction reflecting on your account on 04 November 2026. We are working with the third-party acquirer to reverse the transaction and any related fees within 72 hours. No action is required from you at this stage." Just under ten hours later, at 05:27 on 4 November, FNB sent an SMS saying the account "is overdrawn by R20127.26. This amount must be repaid immediately. Please deposit funds today". FNB's own error put the account into overdraft, and FNB's own collections system then demanded we cover it. This is not new. Public reports show FNB has processed transactions twice at least seven times before: 2013, July 2014, October 2014, 2016, 2020, August 2023 and March 2026. In 2023 FNB said it was "a batch of payment files being incorrectly processed". In 2016 FNB staff said duplicates "are not red-flagged". Thirteen years, same failure. A simple check on the settlement file for entries already posted, held for a person to review before posting, would have stopped every one of these. We have asked FNB in writing for the reversals, confirmation of no fees or credit-bureau impact, and whether such a control exists.