FNB Debit Order Error-Refund Request Impossible Thus Far

Good Day

Identity Number: ***084 Wesbank Account Number: *** Premier Cheque Account Number: ***2 Covid-19 Relief Loan Account Number: ***

I have been referred to forward my query to this email address from the consultant via my banking app.

I app**** for Covid-19 relief via my FNB banking app on, which was approved on 16 April 2020. I was told telephonically that my Wesbank and FNB loan debit orders would be paid with the Covid-19 relief loan. A Covid-19 Cashflow Relief Loan account has been added to my accounts on my banking app. On 22 April 2020, I deposited money into my cheque account, only to see later that my Wesbank debit order was taken from my cheque account and not the Covid-19 relief loan account. The money I deposited into my account was meant for groceries and other required amenities, not for the Wesbank debit order.

I have been told that I should request a refund from Wesbank, which I have been struggling to do as the two telephone numbers I was given for Wesbank has not been answered for the last two days and the number that is answered is answered by Dirext Axis, who obviously cannot assist me.

In this time of financial difficulty and uncer*****y, I would appreciate if my bank could just be efficient and give me one less thing to worry about. Thus far, I have not experienced the required competence nor efficiency. I have been sent to from pillar to post for the last two days and I cannot understand how nobody is able to take my call to Wesbank for two days as well.

I sent a refund request to *** and received a "not read" notification as well as confirmation that my email was not delivered. This happened to be the email address that is listed on Wesbank's website in order to request a refund. How is that possible when the email will not be read?

Furthermore, I've sent the same query to *** only to be told that Premier account queries are not longer serviced through this email address and queries should be submitted via the FNB app. However, on the FNB app, the consultant advised that she cannot assist and I would have to contact Wesbank for a refund (Which I have not been able to do for two days and there email address does not work!) So there is actually no benefit to having a Premier account? You have to submit your query via the app and the app wont be able to assist you at all either. This FNB Premier account is as good as an entry level Savings Account. I am very disappointed FNB.

I am posting this, hoping to be assisted timeously with the following:

-Confirmation that my wesbank debit orders will be taken from the Covid-19 Cashflow Relief loan for April, May & June. -A refund of the debit order that was taken in April from my Premier Cheque Account. -Assurance that my credit profile with Wesbank, FNB and ITC will not be negatively affected. -Confirmation that my FNB Smart Spend Loan debit orders will be taken from the Covid-19 Cashflow Relief loan account in April & May

I expect a prompt response with the above.

Tel: ***