COVID‑19 Loan – Settlement Paid but Outstanding Balance Still Claimed

Dear FNB Complaints Department,

I am writing to formally lodge a complaint regarding my FNB COVID‑19 relief loan, as I am experiencing an unresolved issue after settling the account. On 14 August 2025, I paid the full settlement amount as advised by FNB for my COVID‑19 loan account ***. This payment was made in good faith and with the clear understanding that it would fully and finally settle the loan. Despite this, I have since been informed that there is still an outstanding amount allegedly due on the same account. This is extremely concerning, as it contradicts the settlement agreement communicated to me and places me under unfair financial and administrative pressure. I kindly request the following:

A written explanation detailing why an outstanding balance is being claimed after settlement payment was made. Full reconciliation of the account, including:

The original settlement amount quoted The amount paid Any additional charges or interest app**** (with justification)

Immediate correction of the account status if this is an error. Written confirmation that my credit record has not been negatively affected, or immediate rectification if it has.

Please note that failure to resolve this matter promptly will leave me with no option but to escalate the complaint to the FNB Ombudsman and the Banking Ombudsman of South Africa. I trust that FNB will treat this matter with urgency and fairness. I expect written feedback within a reasonable timeframe. Yours sincerely, Moleboheng Mokoena *** *** ***ca