Debit Order Refund

I took a smart loan In January for R3500 1st Debit order of R476.45 went Feb and again Mar no problems, in April I wanted to settle the loan. Firstly the balance on my app was different to the settlement amount which is misleading – not surprising though. There is always something hidden. But anyway the settlement amount was exactly what the original loan amount was and I was told that it was too late to stop the debit order but that it would be refunded to me if I paid before the debit order. I paid R3500 24/04 on the 26/04 the debit order of R476.45 went off. I had to call FNB for a refunded somehow your system didn’t indicate that there was a credit and I bet if I hadn’t called you would have just kept my money.

I had to call numerous times because your lines are ALWAYS busy. When I finally got through I could not get assistance because I could find my card to do the card verification and your agent refused to do a manual verification with me. Just refused to find another way to HELP me! I don’t know what is going on in your call center lately but it’s getting worse. I had to call the complaints department to get help. They logged the complaint and on the 3rd of May someone from loans called me back – and she was able to help me without using my card to verify me! Why do we always have to complain before getting help? she said they would do the refund.

Heard nothing more from FNB. I had to call back to the complaints department on the 8th May as still no refund processed. They told me it was done on the 4th but nothing was paid. On the 9th I see it was paid but only R403.99 was paid? Why was only R403 paid when you took R476 and the loan was fully paid up charges included? And now I am here on hello peter! There are no charges, no interest and no admin fee on this loan as I paid the full amount as per the settlement amount that was given to me.. I want the full amount of my debit order refunded to me.

And in all of this I have been waiting for a letter of confirmation that this loan is paid up. I have taken numerous loans and credit cards with you and this is the worse service I have ever received.