Extremely poor customer service by FNB

I don't even know where to start with my complaint as I am now struggling to get a reversal of our home loan installment from the beginning of May and the issue still hasn't been resolved. We app**** for a Covid 19 relief from FNB (which is a loan and not a holiday as the other banks provide) and instead of the bank using the relief acc for the debit order they still deducted it from our regular acc using money that was intended for other things like food. I am on the phone with FNB at least twice a week.

Every time I phone I get the same response " the matter is being escalated and funds from the relief acc has to be allocated to the home loan acc before they can reverse our funds. (Turn around time for funds from relief acc to be allocated is apparently 48hrs and total of 5 working days that includes allocation of funds for reversal to be finalized to our regular acc.) I am still waiting and today, early morning, I spoke to FNB's Home Loan dept team leader that promised me she will phone me back later during the day providing feedback and progress. Well that also did not happen and I am tired of all the empty promises every time I phone and no action. Yesterday when I spoke to a gentleman at FNB, he said he was going to send an E-mail to the manager and will CC me in....

Also did not happen.

This has been going on since the 2nd of May.

Extremely poor service.

Keep your clients informed and up to date.