Character assasination and Inconvenice by FNB loans(collections department)

I had the worst experience with FNB.On the 25th April 2019, FNB transferred an amount of R2 460,0 OUT of my account. The reference was ***. I went to Brooklyn Mall FNB branch at 12:00 pm to resolve the matter. They told me it was an amount or account they had no authorization to reverse. They then contacted the Loans department. We tried for a while with no luck to reach them. Eventually, we reached the collections department where we were told that that amount was payment for a loan that I took out with FNB in 2018. I spent 2 hours at the bank. I vehemently told them that I did not have a loan or take out a loan with FNB since I had been unemployed since 2012. I told them I did not have a payslip to even contemplate such a transaction and I know for a fact that they would not have granted me a loan in the position.

They then went on to say it was a loan taken out in 2017. When they did not find a record of that either, they said my account had been handed over in July 2016 and that is what I was paying for.

We asked them to provide a copy of the contract showing my signature authorizing or agreeing to a loan. I wanted to know the amount of the loan and get a copy of the agreement.

They failed to produce both. I left the bank and Fikile the Consultant at FNB Brooklyn promised to follow up and let me know. Later that afternoon at 2 pm she called to inform me that the amount would be transferred back into my account the following day(26/04/2019) between 11 am and 3 pm(which is their payment run.

I waited the next day and no money was in my account. I went back to FNB Brooklyn to see if there was any reason the money had not been paid back but was told that upon checking the system it seems like it might have been recorded as a refund but the consultant they had dealt with had not left any notes for them. Again on Saturday (4 May 2019), I went to inquire with the team leader who took down my details to follow up as no money had been paid into my account at that point with no explanation.

Fast forward to today 13/05/2019, almost 15 days later and still no money into my account. I went into FNB Brooklyn Mall. Fikile took over the account again and we again reached out to the loans/collections department. The story today was that I had probably taken out the loan under my ****en surname, they proceeded to ask me about my marriage in order to find the supposed loan details. We requested, AGAIN, that they show me a contract which I had duly signed. They told me to come back later as they were now escalating the matter. Upon my refusal and insistence that I give them 30 minutes to produce either a contract or explanation, they then requested I give them 30 minutes to escalate.

They called me 20 minutes later to tell me that the money will be in my account by close of business today. I also requested that they remove the Smart legal account on my profile and they agreed. They again promised to return the money despite the following:

-They made it clear their payment run is between 11 and 3 pm, on this day they agreed to pay on the same day despite different payment runs??? -I told them on countless occasions that I am an unemployed single mother of 3 kids and the amount they took was not even mine, which meant I had to be in bigger financial strain trying to make up for it to pay the person back -They kept insisting basically that I was a **** and unreliable in telling them that I was unemployed and could not have taken out a loan -They insisted I was basically a ***** wanting to de***** them of their money and every escalation seemed a last resort to find something, anything to pin me with for this said loan

To this day FNB loans/collections cannot show me a contract of a loan that they insisted I took out, they did not offer me an apology,they did not offer me an incentive(Despite my unemployment status) for all the messages,call and trips I made to the FNB Brooklyn branch not to mention the heartache of having to find means and ways to repay the rightful owner their money which was taken from my account.

If indeed I did owe FNB money, should I not have been approached with a payment plan upon acknowledgment of my debt???? Is FNB allows to just take money out of unemployed civilians bank accounts or anyone for that matter without proper procedures/processes????????????

As I write I have not received money and have not received an apology.