FNB - A matter of broken trust

In 2017, I received a letter from my debt counselor that I had a personal loan of R1 130.00 outstanding with FNB and that it was not included when I submitted all my creditor details. I had no knowledge of the amount and disputed the account with FNB. They sent me a letter on 8 February 2017 to state that the amount had been written off.

One year later, in April 2018, my debt counselor queried another personal loan from FNB for R3 558.23 to which I also had no knowledge. We started querying the amount immediately. An FNB consultant, not sure of his name as it was roughly more than a year ago, informed my debt counselor that they had sent the counselors an e-mail confirming that they would move my outstanding overdraft funds to another account. She could not find any proof of the said e-mail correspondence. I then left the matter in the capable hands of my debt counselor.

In Aug-Sep 2019, I went onto my FNB online account out of curiosity and noticed that the account FNB opened in my name had built up +-R2k interest! I queried the matter with my debt counselor to which she requested proof to be sent to my debt counselor as well as myself that FNB did give notification of the move.

Upon the third request, as well as indication that the matter will be taken further, we finally received an e-mail stating that the matter was being attended to. Does it take a threat to report FNB to the NCR to get a response?? When I received an e-mail from an FNB Quality Assuror, Lesergo Onceya, I was told that the ID number I supp**** in the reference of my mail to the debt counselors was incorrect.

I then went to my Outlook Sent Mail as I could have sworn I supp**** my ID number and wouldn't you know it... I DID supply my own ID number. According to FNB my ID number "somehow" changed into a completely different ID number... (The e-mail I received from FNB and the one I sent was 99% identical, 1% different being the ID number of course...)

And is it not ******* for any Financial Institution or Credit Provider to provide personal "protected" information to any other individual that is not the client him/herself according to the POPI Act?

Is it also not ******* if FNB opens a Personal Loan account on any person's name without their written or verbal consent? And that they have no proof of communication or a transaction trail of such an instance where they notified the customer thereof?

So my question is whether an FNB staff member has committed *****? (No accusations, only "insight" requested....)

With that said, I had high regard for FNB as being one of the top financial institutions and now I no longer trust their judgement. Their behavior is ********* and unprofessional at best.