DENIED ACCESS TO BALANCE STATEMENT

I have been paying back my late husband's overdraft with FNB ever since he passed away. FNB converted the same account into a personal loan. I have been literally begging for a balance statement without any success. One department said the account was a deceased matter and therefore had been removed, I was supposed to call the product house, I don't even know what a product house is. After contacting another department I was referred to the person in charge of this account - now a case with a case number. The person in charge of the case said that my payments were not reflecting on the FNB side. When I sent her tracking reference numbers for the payments made she ignored my email. I sent a follow-up email which was also ignored.

I do not understand why I should grovel to get a simple balance statement. I am so confused as to what is really going on with this account.