**************** from FNB

I cannot believe it is this hard to get through to a competent advisor on the phone to sort out FNB's mistake, or alternatively at least have the opportunity to escalate an issue to a higher department where hopefully action gets taken.

I was retrenched end of March 2020 and have since been approved for my FNB Credit Life Insurance cover for my personal loan as well as for my credit card. (Note: THIS IS NOT THAT SILLY COVID RELIEF LOAN - IT IS A CLAIM ON MY CREDIT INSURANCE POLICIES THAT I HAVE BEEN PAYING WITHOUT FAIL FOR OVER A YEAR NOW) Even though I am now no longer receiving a salary and have been approved for my insurance to start paying out, FNB still debited my account with my personal loan premium on the 22 of May 2020.

I called the FNB Life Claims department first on Monday 25 May who told me that they too have paid FNB Loans the premium on 24 May 2020, which means FNB loans has now received double the premium for this month. They instructed me to phone FNB loans in order to reverse the debit order as they should have received the payment from the FNB Life Claims department. A guy by the name of Kabelo in the loans department tells me that they have no record on their system for the payment from FNB Life Claims, nor any record of me being retrenched and told me I need to call FNB Life Claims again, who I had just spoken to before.

For such a "technologically advanced bank" as you claim, it amazes me how no 2 departments speak to each other within the company and that somehow nothing is integrated.

Besides the complete and utter disrespect and rudeness from the agents, this is theft in broad daylight and the fact that your systems don't pick this sort of error up and is reliant on us as the customers to try to bring it to your attention is disgusting. We should be monitoring our accounts against *****/ theft from outside parties, not the bank itself where our money is actually kept.

The money I have in my account is all I have left until I get a new job and that doesn't seem to bother anyone I manage to talk to... and that's if I don't have to sit on the line for more than 60 minutes to try to speak to an advisor and just when they answer, my airtime runs out. No One even dares to phone you back.

I have still had no assistance for a week, have lodged a formal dispute 6 days ago and have still not been contacted and will now be taking these ******* to the Ombudsman!