Dissatisfaction on how my Account was handled

Dear FNB Customer Support

I am writing to formally express my dissatisfaction and frustration with the issues I have experienced regarding my FNB account, and to urgently request a resolution.

I opened my account to receive my monthly allowance from my father and to manage my finances as a student. I am on a student visa and rely entirely on this allowance. Since opening the account, I have experienced repeated problems that have caused significant stress and disruption to my studies and daily life.

Background and Account Issues:

1. When I first visited the branch, I provided my passport with a valid student visa and proof of my student status at Rosebank University. I explained that I am a full-time student and will be receiving a monthly allowance from my father.

2. Despite this, the consultant, Lundu, recorded my occupation as “employed,” which is inaccurate. When he asked about my allowance, I told him to enter R1,000, as that is the usual amount my father sends.

3. The account was opened as an Aspire account with a monthly fee of approximately R115–120 and a R50 debit order for savings. These fees were not explained or approved by me. I assumed, as a student, that I would be on a student account with minimal fees.

FICA Hold and Correction:

When my father tried to deposit money, the transaction failed. I contacted FICA and was told a work permit was missing and advised to provide it at the branch.

At the branch, I was informed that the real issue was the occupation recorded incorrectly. I provided my passport/student visa to correct the account.

FICA eventually removed the hold, and I was advised to downgrade the account to a Pay-as-you-use account with lower monthly fees (R7.50 per month).

Continued Issues and Impact:

At the end of August, I received a message requesting R255, indicating that the downgrade had not been properly app****.

I have limited time to visit the branch (only during one-hour breaks from school) and have already made multiple trips over the past three months trying to resolve this issue.

On the 8th September i visited the branch again,Luntu was dismissive and told me to wait outside while he attended to another client. I found this very difficult, given my time constraints and urgent need to access my account. Other staff have explained that they cannot waive fees or close the account unless the arrears are paid.

I am a student with no income relying entirely on my father’s allowance. Paying R255 or more is financially impossible for me. These charges are the result of errors in account setup and incorrect information recorded from the beginning.

Request for Resolution:

Given the circumstances, I kindly and urgently request that FNB:

1. Waives all fees charged due to these errors or 2. Closes my account immediately without imposing any charges or penalties.

All I wanted was a simple account to receive my allowance and manage my finances. The repeated errors, FICA hold, incorrect account type and dismissive treatment have caused significant stress and disruption to my studies and life.

I hope this matter will be prioritized and resolved urgently. Your assistance will make a meaningful difference in my ability to continue my studies and meet basic living expenses.

Thank you for your attention to this matter. I look forward to your prompt response.

Kind regards Edah Sithole *** Account Number: ***