Debit Order Honour Facility Not Cancelled and Excessive Charges

I am extremely dissatisfied with the manner in which my request to cancel the Debit Order Honour facility on my account was handled, and I am formally escalating this matter.

In December last year, I personally visited an FNB branch ‘ Randpark ridge’ and explicitly instructed that the Debit Order Honour facility be cancelled. I made it very clear that I do NOT want debit orders to be processed when there are insufficient funds in my account, due to the excessive fees and interest charged. I further requested advice on alternative account options that do NOT include this so-called “honour” facility.

The consultant assured me that an email would be sent to the department responsible and that the issue would be resolved. Based on this assurance, I reasonably expected the facility to be removed.

Despite this, the Debit Order Honour facility remained active. As a direct result of FNB’s failure to action my request, a debit order was processed even though there were no funds available, and I was charged high fees and interest. This is unacceptable and has caused me serious financial strain.

I would like to state clearly that this so-called “honour” facility does not honour me in any way. There is nothing honourable about allowing my account to go into negative balance and then charging me excessive interest and fees on money I did not authorise to be used. How exactly is FNB “honouring” me by spending my money without my consent and placing me under financial pressure?

I acted responsibly by requesting that debit orders should bounce when there are insufficient funds, and I committed to settling my obligations before the next debit order. FNB failed to honour MY instructions.

I therefore demand the following with immediate effect:

The full reversal or removal of all interest and additional fees charged as a result of this failure.

Written confirmation that the Debit Order Honour facility has been permanently removed from my account.

Clear advice on an alternative account or setting that does not include this facility.

The opportunity to pay only the original debit order amount, without penalties.

Should this matter not be resolved urgently, I will have no hesitation in moving my salary account to another bank with immediate effect and escalating this matter further.

I expect a prompt and satisfactory resolution.