FNB-Are you utterly *******, or do you just employ *********** staff?

Two weeks ago I placed an order on the Checkersixty60 app. I realized that I had made a mistake and chose the cancel option. Checkers immediately reversed the payment and told me that the payment would be reversed and the money would be put back into my account within 5 days. After 5 days, I confirmed this with Checkers. They escalated the matter and came back and confirmed that this was the case, despite it showing as"pending" on my internet banking. I phoned FNB's customer services and was told to give it a day or two for the money to be released.

Today, fourteen days after the transaction occurred, I checked my bank account once again. TO MY SHOCK, the money was still shown as "pending."

I called FNB's complaints line and spoke with a complaints resolution agent, who looked at my account AND ACKNOWLEDGED THAT FNB WAS AT FAULT. She assured me that I would not need to fill out any forms, nor pay any fees, as the error was obvious. The money would be released into my account today.

When I hadn't heard from her later in the day, I called her and she told me that she would follow-up.

I then received an email, requesting that I fill in the very same forms that she said that she had told me were not necessary for me to fill in, requiring me to prove what she admitted earlier seeing as a fault on FNB's part.

Not only gathering this information will take time, but could endanger my health, as I am at high risk for catching Covid, due to comorbidities that I have.

I have two other bank accounts, with two very competent banking institutions, I wish that I could say the same about you and your staff!