FNB changing Debit order dates without permission

Good day

I took a personal loan towards the end of 2019 and my debit orders were requested to go off on the 15th as i get paid on the 15th of every month. This can be seen for example on the 13th of December when it went off on the 13th.

Last month my debit order was changed "Without notifying me or my consent" to the 25th of every month. Due to this my account did not have enough funds for the 25th. When i emailed through my concern I was told that my salary goes off on the 12th, 13th and 15th. I called and explained this is due to the 15th falling on a weekend or holiday and therefore my salary was paid on a working day prior.

I also stated that FNB has my salary dates available to them as i bank with them. They still insist that I need a letter from my HR. I am on leave and this is not possible now.

To break this down, I need clarity on the following: - Why was I not contacted before the debit order was changed - Why was the date changed to the 25th when they could clearly see that I was paid around the 15th? - Why was the debit order changed without my authorisation? - Who is going to be responsible for extra costs incurred? - Why do I need a letter form HR when my salary information is available as I bank with FNB. Is my Salary not consistently paid into my account? - How can a 1 or 2 day difference result in changing my debit order to day 10 days after? - Why dont I have the same problem with my other debit orders through FNB (eg credit card debit orders)?

I feel the staff in section are *********** and should be properly trained to provide improved customer service.

My emails were responded to by Lesego Malatse and Lerato Masoeu and my telephone call was directed to Phylsis.