Extremely ***********

I am writing to express my extreme dissatisfaction with the handling of my DebiCheck mandate by First National Bank (FNB). As a loyal customer, I expected a seamless process when authorizing debit orders, but unfortunately, my recent experience has been nothing short of a nightmare.

On January 15, 2024, I accepted the DebiCheck mandate and authorized FNB to debit my new bank account. Little did I know that this seemingly straightforward process would turn into a frustrating ordeal.

Here’s a breakdown of the issues I encountered:

1. Failed Collection of Payment: Despite having a valid DebiCheck mandate, FNB failed to collect the authorized payment. This lack of due diligence on their part is unacceptable. As a customer, I rely on FNB to execute these transactions efficiently, and their failure to do so caused significant inconvenience. 2. Inadequate Support Channels: When I discovered the payment had not been collected, I immediately initiated contact with FNB. However, all my attempts to obtain accurate information for a direct EFT payment were futile. The call centers were unresponsive, leaving me frustrated and without a solution. 3. Competent Assistance Only After Days: It was only on January 31, 2024, after days of struggling, that I finally received help from a competent FNB representative. They provided the accurate information needed to process an EFT payment. Why did it take so long for me to receive the assistance I deserved? 4. Account Arrears Despite Payment: I promptly made the payment via EFT on January 31, 2024, and it reflected in my account on February 1, 2024. However, every time I log onto the FNB app, I am greeted with a message that my account is in arrears. This is utterly frustrating and unjust, considering FNB’s initial failure to collect the debit order.

Conclusion: FNB’s incompetence in handling the DebiCheck mandate has caused unnecessary stress, financial strain, and wasted time. I am appalled by the lack of accountability and customer-centric service.

I urge FNB to rectify this situation promptly:

Update my account status: Remove the erroneous arrears notification. Review internal processes: Ensure that DebiCheck mandates are executed efficiently. Provide better customer support: Customers should not have to struggle for days to get accurate information.

I expect better from a reputable institution like yours.