DISGRUNTLED PRIVATE BANKING CLIENT

I am a Private banking client experiencing the world pandemic and at the same time an FNB Pandemic which feels like a personal attack. On the 24th of June 2020, an amount of R 12920 was deducted from my account for COVID19 debt relief. When I inquired what this deduction was for I was told it was for the debt relief fund I had taken, this was in error as I had declined the offer made by FNB as I did not require it and decided to endure the pandemic time and do with what I had, despite the fact that my current income has suffered a decrease. Despite my current situation I had turned to MY BANK FNB and entrusted that they would resolve the error and rectify my situation they had forced me into. However things only went downhill from there. I am a Private client with FNB who held an account with them for the last 15 yrs+ and have never been so embarrassed and insulted by the trust I’ve given them. I had logged a complaint with my private banker (who on the contrary was exceptional) on the 25/06/2020, however reached a point where it was out of her hands, I then spoke to her Manager Jason, who reassured me that he is doing his level best to rectify this mess but was lost in the process and failed me as well. On the 30th I had followed up and there was no feedback as yet, 2 weeks of back and forth calls after initially logging my complaint I had not yet received any conclusive feedback and had to once again call and was informed that it would take 7 to 10 working days for the funds to be credited back to my FNB account. On Wednesday 15/07/2020, I had received a call from my personal banker (after I had requested feedback from her Manager) informing me that they had finalized the complaint and the product department had concluded that they have refunded the money to my bond account (Which was not the agreement) I had an agreement (Payment Holiday) for my bond account which was initiated from the time of Covid19 and Rand Merchant had decided to extend this for me until end July 2020 provided the account does not go into a negative status, however due to FNB’s lack of due diligence my account fell into a negative state. For this reason the product depart took it upon themselves to send the refund to my Bond account despite my agreement and their negligence in this matter. I now am in a situation where I had to borrow money to ensure my other commitments and household commitment can be fulfilled. So despite being promised I would be in a better situation I am now deeper in then when I initially logged the complaint. I find this kind of business Spineless and Characterless but most of all highly *********. I have endured this pointless process for far too long and is costing me an immense amount to have R12k paid back where it rightfully belongs. My FNB Pandemic doesn’t stop here. Due to the Covid19 Pandemic I had processed a claim to my Credit life Insurers with FNB to have my credit card paid, FNB Credit Life Insurance had sent me confirmation on the 12/05/2020 approving my claim to pay my credited card per month to a minimum of 12 months. Then on the 23/06/2020 I received a further sms confirming the cover of R5501. Later that day I received an email telling me subsequently that the claim was now declined, when I called the credit life department and questioned why I was suddenly decline I was brushed off and told they do not have to give any reasoning. Finally I was told that the approval was done in error and because of their mistake they are willing to pay out one month. All good and well I settled for that even though the confirmations that I have is legally binding and will stand in a court of Law. No Financial institution is allowed to retract a decision after it has been confirmed especially after the client has been given confirmation thereof. To my surprise when month end came the Credit life department had taken funds from the 12k that had erroneously been debited by FNB and paid my credit card. When I queried this with my personal banker they informed her that they paid they paid the funds as agreed. When they were informed it was my own funds, nothing was said thereof and was left as dead air. In the past month I have endured the agonizing suffering and calls from my other creditors and calls to FNB to have the matters resolved but to no avail as I feel like my voice is going unheard. Below is my list of requests: I hereby would like the following rectified. • My credit listings with the SA Credit Bureau- due to unpaid debits on my account • All bank charges that went off my account due to the unpaid debits • My full refund to the account it was supposed to be paid to as per my request • A letter to be drafted to RMB explaining that FNB was at fault and the cause of my account going into shortfall and requesting them to reinstate the bond cover as agreed initially. • Furthermore towards my pain and suffering I had to endure as well as endless calls, emails and time wasted, I request FNB to pay an Ex-gratia amount to me for all the inconveniences caused to me. After what I have been through I can really see the true meaning behind “the bank the does more” I trust that this formal complaint will be addressed in an amicable manner which is suited to the guest you call your client. Show me the true meaning behind “HOW CAN WE HELP YOU