Credit Card & Revolving loan facilities are making me sick literally.

Ever since this year started I have been having a very big issue with FNB credit card and revolving loans department. I was not able to pay off my credit card and revolving loan installment during December due to unforeseen circumstances. Early January 2025 I made an arrangement to pay off the revolving loan outstanding amount within 3 months and they were going to deduct R855.... Credit card, I didn't make an arrangement with them. On my pay day, the credit card deducted twice, for December (outstanding) and January (current). Mind you I didn't make any arrangement for a double debit.

Credit card, after not making any arrangements, after being debited twice... meaning my account is up to date. I kept receiving phone calls of not making payment. Shortly after pay day I received an sms and email saying I have to commit to paying the outstanding amount of 2 month which I had made an arrangement. I called around the 28th of January and they said they didn't receive the money therefore I must pay. I told the consultant that money was deducted from my account. She said I must call cheque account team for them to check where the money went to. Around end of Jan, I called the cheque account team and they confirmed that the money was deducted. I called the credit card team again, they were still adamant that the money was not deducted. I suffered a lot of stress for a good 3 weeks of calling day in and day out... the credit card team sent an escalation email to the allocations team. I called every two days yet their turn around time is 4-7 working days. I called every second day to follow up. No one knew what I was talking about, I had to explain my story from scratch. every time I was through to a consultant, I had to ask them to refer to their notes. this matter was only resolved after 3 weeks of fighting, pain and stress of owing money whereas money was deducted from my account, selfish and unprofessional consultants from credit card to revolving loan facility.

Revolving loan, they debited a full amount of the outstanding amount for December, they debited again the arranged amount of R855... and they deducted again for January. I called the revolving loan department beginning of Feb to request of the refund of the R855 since they have already taken the full outstanding amount. Till this day, I am being sent from pillar to post, no one is answering me. Till this day, I have been calling and calling but no one is helping me. I have ran out of airtime, talking to different consultants, they ask the same questions, I answer, they tell me they have escalated, but no one has come back to me. The last one I just spoke to now Siyabulela from revolving loan department, my airtime got finished and she didnt call me back. I bought more airtime, for a good 45mins I have been calling the revolving loan department but I'm not getting through to anyone. I got a hold of someone, I kept telling him to kindly provide me with the team leader or manager's name in the revolving loan department so that I can personally escalate, he cut my call. I called 3 more times and after pressing 1, waiting for get through to a consultant, the voice prompts me to rate the consultant.

I am working hard to ensure that I am up to date with my debts but the FNB consultants in their respective departments are making it very difficult. I currently regard FNB as the worst bank I have dealt with in a long time. The cutting of the calls, the not getting back to clients, the headache one has to go through for their issues to be heard before getting resolved, the team leaders that never return client calls. My whole life is with this bank but currently I hate it with a passion. After getting sick, the only thing they will do is to say 'we apologize for the inconvenience', by then my children would have buried me because of all the stress.

I would like my revolving loan refund of R855 to be done by 12 pm tomorrow. Once done, kindly note I am closing my account with FNB.