FNB debit order issue

Hello Peter complaint:

I'm currently experiencing a debit order issue with FNB that's been going on since January of this year.

Last year I stopped paying my debit order and FNB Life was covering it because I got retrenched.

I asked FNB Life to stop payments in January because I was working again. I was then informed by them that my debit order would be reinstated.

When my debit order date came and my account wasn't debited, I decided to make a manual payment before it starts affecting my credit score.

I then contacted FNB and asked them to reinstate my debit order. I did the same thing with everyone I had a debit order with and was able to do so without issues.

The advisor I spoke to told me she would escalate my request and that the relevant department would get back to me before they reinstate it. That department never got back to me.

I called them again in February way before my usual debit order date and they kept transferring me to someone else and then eventually I was told it would be escalated again. Never heard from them again.

Debit order date came and they did not debit my account, so I had to make a manual payment.

In the meantime they kept sending me texts and emails to say my account is in arrears when it wasn't. Apparently their system does not pick up manual payments.

My credit report every month is also starting to show that I'm missing payments when its FNB that's not debiting my account. Even though I've asked them plenty of times to.

Went to the FNB branch thinking they'd be able to sort this out for me faster, but instead I got put on a call with the same useless department that can't reinstate a simple debut order. I kept getting transferredto different people or they would just drop the call.

I was instructed to make a complaint on the app as FNB is fast to handle complaints.

I did so and within 2 business days was contacted by the complaints department who told me they would investigate and get back to me by the end of the day. That was last week.

The next day I was called by FNB and informed that everything should be good now and that I shouldn't have any more problems going forward. I was also told that I wouldn't be receiving any more annoying texts and emails about my account being 'in arrears'.

Over this past weekend I started receiving texts and an email to say my account is in arrears.

Contacted FNB secure chat this morning after I received an automated call saying my account is in arrears, even though it isn't. They were just as useless as they kept transferring me from one person to another.

I've been with FNB for 20 years and I'm seriously considering moving to a different Bank.