FNB charging Service Fees twice

I called FNB on 15/05, explained my issue and they advised that I email *** to escalate it, which I did on 18/05. I didn't get any response so I resent my email on 19/05.

Today, 21/05, I get some generic response that completely overlooks the issue I am experiencing and did not answer my question/complaint. And a second email confirming that the complaint is now closed, courtesy of Sarah Feldman.

When I send an eWallet, the service fee is deducted from my account immediately as my available balance is affected. However, at the end of the month I am still being charged service fees. You cannot see on the app or FNB online, what transactions contribute to your service fee at the end of the month, so I called FNB and they provided me with a breakdown. All service fees were for eWallet transactions. I have screenshots of my available balance proving that the service fee was immediately deducted from my account the day the eWallet transaction was done, and is being deducted from my account AGAIN (which FNB confirmed when they provided the breakdown) at the end of the month. So my available balance is affected twice.

When I initially called FNB for assistance, they advised that they hold back every transaction service fee until it is deducted as a lump sum at the end of the month, but my available balance is affected as soon as the transaction is done AND at the end of the month.

The service I have experienced with FNB has been both exhausting and disappointing. Under 'disputes' on the FNB website, you can't even report an incident. There are TWO buttons to report an incident and BOTH do not work. You can click it as many times as your heart desires and it still does not work.

FNB is so quick to pick up the phone to harass you into upgrading your account and whatever else, but no one can pick up the phone to discuss this issue with me. No point in me trying to call them because having to navigate the automated responses and their internal departments is a nightmare.

Someone reported this exact same issue with FNB about a year ago so this is not something new.

So FNB, now I am writing a review as that is the only way to get a response or feedback from you.