Extremely ridiculous

I have been banking with FNB for +-8 years now and I have never had any problems with the bank. I have a car loan I am currently paying with Wesbank, I have an FNB credit card and recently took a personal loan.

On the 10th of February I received a personal loan I app**** for of R3500 from FNB which was sent to my normal Aspire current account. And on the 10th of February FNB deducted R866.97 from my Aspire current account for my Aspire credit account fees which went off successfully. This transaction reflected on my Aspire credit card account under the description "Thank you for your payment. On the 11th and 12th of February I saw 2 more transactions for R866.97 under the description 'Thank you for your payment" on my credit card account. I reported this on the secure chat function, when I was advised by an agent that they see the duplicate payments on the 11th and 12th, and I was advised it would take upto 48 hours to be returned back into my credit card account. The agents further advised that FNB had a system crash and most credit card accounts were affected. On the 18th of February both amounts were reversed back into my account which reflected and I had a balance of R1733-+. On the 19th again both duplicate amounts of R866.97 were again deducted from my and again reversed back into my account, but this time, the money did not reflect in my credit card account and again I went back on secure chat and was advised again to wait 48 hours, which I did. After 48 hours I contacted secure chat again and I was advised to escalet and send an email. I received feedback and the agent explained that it had cancelled each other out because the number of deductions equals the number of reversals, which I totally agree with, however I advised them that the last reversal showed but the money did not reflect. I was then advised to contact care@FNB which I did on the 11th of March and got a reference query number which they promised to provide feedback within 3 business days. Today the 19th of March I called them(which was a nightmare because I was getting transferred to the same desk but eventually went through). The last lady I spoke to told me that there is no reference number with care@FNB and she can only see the first query and not the escalation. I am now stuck with a bank that claims they did not take my money but are failing to do an investigation, yet this all happened because of their system crash. Like I mentioned before I have never had any problems with FNB, but I don't think it's right for a bank to loan you money and when it disappears in their company they dismiss you. I know R1700+ is not a lot of money, but I would not have loaned it if I didn't need it. I had since missed a few payments because of their inconvience and had to pay extra fees, as I was saving the money from the loan to pay my bills and avoid late fees and a bad record. I feel so bul**** and bamboozled by such a powerful and huge company I feel completely helpless.

I gave FNB all the authorization to check my spending, open my accounts and calculate from the time I had received the loan, my buying activities as something happened between their system crash that affected both my Aspire current and credit card account, where duplicate payments for my credit card fees were taken but never returned. Probably if they had to audit their books for that month, my R1733 would show up unaccounted for.

I will be glad to share my information, communication through chat and email with the banks and my statements.

contact :*** cellphone: *** query number 1 : Rk*** query number 2 : ***Q

Please help. Noluthando Yolanda Mbhele