Credit card saga

This is not intended to be a malicious review of FNB. However, I feel that as a long-standing customer, this is the only way to be heard after trying other channels without success. On 5 February, I made a payment towards my credit card via the app. Within minutes, I was notified that the account had been handed over to legal collections, allegedly due to non-payment for three months. This was extremely distressing, as I have consistently been making payments, even while dealing with the *****ulent debt review issue. For clarity, payments on this account are due on the last day of each month. On 24 November 2025, I paid R1,800. On 27 December 2025, I paid R1,720. In January, before 9 January, I requested a debit date change so that payments could be processed on the 5th of each month instead of the last day. In January, I also made a manual payment of R1,500 to ensure the account remained up to date. Despite providing proof of these payments, I was still informed that the account had been handed over. This feels deeply unfair and disheartening. It feels as though the impact of the *****ulent debt review, which I worked hard to correct, is now affecting other aspects of my account despite my proactive efforts to continue paying manually while the debit date was still set for the last day of the month. I lodged a formal complaint on 18 February 2026 and was informed via email that the matter would be resolved within five days. It has now been five days since the initial complaint, and that timeframe has lapsed. I do not believe it is right or fair to be expected to wait an additional unspecified period after being given a clear resolution timeline. I have made every effort to remain responsible and meet my obligations. Being handed over to legal collections under these circumstances feels punitive rather than procedural, especially when I have acted in good faith throughout. I am asking for this matter to be urgently reviewed and corrected. I need FNB to acknowledge the payments made, investigate how this handover occurred despite proof of payment, and restore my account accordingly. As a loyal customer, I expect fairness, transparency, and proper account management.