Complete lack of service and responsibility from FNB!

I cannot believe the lack of service we have and still are experienced with FNB and just their absolute lack of caring or taking responsibility!

We booked a forex deal and received the deal confirmation email, PLUS they removed the funds from our account (reserving it for the forex deal). All is well up to here.

That night some debit orders went off the account which should have been returned because the funds were reserved and no longer available in our account, but no.. FNB allowed the debit orders to take the funds from the money that was reserved for the forex deal and then declined our forex deal.

To make matters even worse - they never canceled that deal after we processed a new deal as we urgently needed it. So they are expecting us to carry the cost of the failed forex transaction even though the mistake was with them!

We have spent hours on the phone speaking to multiple consultants and it just goes in circles on and on and on. We explicitly told them via email that we do not accept the charges and asked them on multiple occasions to have a manager call us but we just never heard from them.

Then we saw on our statement that they did charge us for the failed transaction! This after we spoke to about 4 different people and asked them many times to have a manager phone us and we have it writing that they canceled the deal.

After seeing this we sent mail after mail and even submitted a formal complaint via the fnb online banking platform to which we still have not received any form of feedback or contact other than giving us a case number. This was done just about 2 weeks ago already!

How can this be acceptable? The service just does not exist and they obviously do not care much for responding to complaints either. This over and above the fact that they charge the account against clear instructions not to and for an error that they made.

Terrible, just terrible!