FNB debit order reversal nightmares

Good Day

I am writing to you to expose how FNB is I'll treating their clients with debit order reversal functionality which was discontinued during this lockdown period without any advance notice to their clients.

This is my story

My home loan is currently with Nedbank but my main account is with FNB, I have advised Nedbank home loans at the beginning of April that I will be making a direct transfer into my home loan account and I requested them not to process the debit order at the end of April, unfortunate the debit order went through my FNB account and I had already paid my Nedbank Home Directly like I promised.

I then contacted FNB to reverse the debit order in question, I provided them with proof that I had paid the money directly into the Nedbank Home Loan account, their response was that the debit order reversal functionality has been disabled and that I needed to apply for the reversal of the debit order using the APP under COVID-19 and this process will take upto 5 days to be auctioned.

My question to them was how is my request for debit order reversal linked to COVID-19? I have stated categorically that my income has not been affected in any way and that I am not applying for a relive program.

At the end of the day, the treatment is bad and its poor service at it's best and an injustice to me because my request has nothing to do with COVID-19, you can't create a policy that will disadvantage your customers and not keeping them informed on time and in advance so that they can make their own money decisions in advance.

Regards

Thulani