FNB Credit Card Dept not Closing my Paid Up Credit Card, then Adverse Information Subsequently Sent to Credit Bureau.

I am saddened and frustrated that I, once again have to write a review of my terrible experience with FNB.

I paid my credit card account in full in April 2024 - Account Number: ***.

I then requested on email that the credit card account be closed and so it was confirmed with me by an FNB representative Quan Holland and I was told that FNB does not provide paid up letters, but instead that a "cancellation letter" would be sent. I was also told that a zero balance account statement would be issued. Neither was done or made available to me, only to realize now, that this account is still reflecting as OPEN with the Credit Bureau on my TransUnion and Experian Credit report. I have sent a follow up email to *** without response. I went onto my FNB app on a whim, only to discover that this credit account is now displayed in the hidden accounts section but when I tried to unhide it, it would not appear anywhere again.

I have also tried to get assistance through the FNB app on Secure Chat where I was transferred from pillar to post and no one seemed to be able to help me. They kept on transferring me to the credit card department, then my query gets referred to someone else, as soon as other people join the chat, they leave the chat. Then I get transferred again. Then I get told that my query should be attended to by the Credit Card Dept. Another, better part of an hour wasted. I am happy to share the excruciating screenshots of this "conversation" with whoever is interested.

Is someone inside FNB using my supposedly "Closed" credit card? How can the credit bureau show that I have a balance outstanding on a card that should have been closed 8 months ago?

Why is it that every time I have a complaint with FNB, I can only get assistance and a resolution when I submit a formal complaint through the Ombudsman for Banking Services?

** How do I want this query resolved: ** 1. Please send an update to the credit bureau informing them that this account is closed. 2. Please send me a "Paid Up Letter" on FNB Letterhead confirming that this account is closed. 3. Please provide me with a statement of account showing that this account was settled in April 2024.