Complaint - Credit Card Collections Dept/System

Received a call @7h13 on 28th Dec 2017 from FNB Collections Dept advising me that I owe R163.00 on my credit card which is in arrears. The lady insisted that she needed a date as to when the outstanding payment will be made, I advised her that I will do it today. Firstly unhappy about being called so early...Really??

@7h14 I received an SMS confirmation as follows: "FNB :-) As per your telephonic commitment, we are expecting a payment of R163.00 on 2018/01/04 on your Credit Card. Thank you!"

@7h24 I made an EFT payment for an amount of R2000.00 which was more that the total outstanding balance owing on my credit card.

@9h05 I received an SMS that R163.00 had been debited off my FNB cheque account. After seeing the SMS I called the Call Centre @9h21 on ********** 111 to query the debit of R163.00 off my cheque account as I had not given any authorization to debit my cheque account. In my earlier conversation I clearly advised the lady that I will be making payment today and not giving anyone permission to debit my cheque account.

When talking to the Call Centre agent Elizabeth, she advised that this was an automated system, the problem I have is that after I advised that I will be making payment today you still went ahead and debited my cheque account without my permission. I asked for the amount to be reversed as I now have overpaid the balance owing and was advised to send an email to Fnbcard Dept.

@12h00 I received another SMS : "FNB - Regrettably we have not received your credit card payment. Please make a payment of R326.00 or call ********** 847 for assistance".

I then called the Call Centre @12h02, highly frustrated and to find out what was going on. Surely with technology your system should have updated that my payment of R2000.00 or the person who authorized the debit order of R163.00 should have updated the collections system stating that they had debited my cheque account for the outstanding amount. I got through to Elizabeth again and she advised me that I should ignore the SMS. I also questioned why the amount had now changed from what I received previously. I also requested for her to get someone from the Client Service Dept to contact me as I am very unhappy and annoyed with the harassment of SMS's because your systems are not working properly. Still waiting for someone to contact me...highly doubt that will happen!!

I am very dissatisfied with your automated system, being at 7h13 for R163.00 which is a small amount considering that I have been a loyal client since 1999 (18 years). I also have a business account with FNB and surely my profile should have been assessed before being harassed??