FNB card Merchant division are theives !!

I would just like to clearly state that the following review has absolutely nothing to do the FNB banking division- as I love their service and efficiency of banking with FNB. My complaint lies with the FNB card Merchant division who in my opinion are theives and a serious let down of the FNB brand altogether.

The only reason why I chose to take out a card machine with FNB was because they were so on top of their game with everything else. Only to find out that the card division is not only but an extension of fnb but also the most unproductive and an outright dysfunctional division of the brand -who are seriously pulling the entire name down.

I've banked with FNB for years and as of recent opened up my own small business-all went off without a hitch. Still is. The problem developed when I decided to sign up for a card machine. All seemed well, until my banker advised me that a new prototype for small businesses doing pop-up stores would be coming out. And that it would be so much more feasible and effective. So I was happy to cancel the normal machine and wait a month to sign up for the new one. - simple enough right?? So a month goes by after having returned the card machine and on the 1st of the 2nd month, I get a notification stating R950 came off my account. I was aware that I would need to give a 30days notice of cancellation and pay for that month but now this was the 2nd month. Not only had I returned the machine a month ago,I had been charged again! So I called the call centre. I spoke to 2 agents in the 1st week who both reassured me the situation would be resolved and that I was in the right. (I even requested the recordings of my phone calls because it clearly stated I'm allowed to do so) up until today I still have not received them. In week 2 I called to follow up. Of which I was directed to the supervisor of the department. So now I'm speaking to the supervisor, not just an ordinary Tom behind a phone... and this man manages to calm me down and reassure me that the situation will definately be rectified because I was not at fault. He took my details down,he was so polite and even asked me to send him a detailed email with my merchant number etc. And that he would personally handle the situation...

FOUR EMAILS and an entire month has gone by and this supervisor has not even had the decency of returning a single email to either say he is working on it or to even fill me in on the progress. At this point an email acknowledging that I am a customer that they care about would ease my dissatisfaction with FNB. But it is clear that FNB card services could not give a rats a** about their customers.

All they want is your money and care about nothing else. Their call centre s****s are brilliant though because they know exactly how to calm you down and get you off the call and never have to deal with you again.

I'm sorry, I'm a small business and R950 is alot of money to be ****** of and I refuse to allow this division to do this to any other small business.

This business is my bread and butter and I slave every month to grow it while FNB card merchants just come along and take from the small guys to fill their pockets. It's wrong, it's disgusting and I absolutely refuse to deal with the card division ever again.

3 calls,4 emails to a supervisor and 2 follow up calls -where everyone was apparently too busy to take my call - later, I am now on Hello Peter trying to get some answers. Because clearly speaking to anyone over the phone is a waste of time and its awfully convenient that the card division does not have a head office to go to and report cases of neglect and mistreatment.

So FNB card Merchant services, do you have anything to say for yourselves?