FNB ***** Department- Poor Service & No Feedback

To: The Management FNB ***** Department Date: 23 October 2025

Subject: Formal Complaint Regarding Poor Service and Lack of Response

Dear Sir/Madam,

I am writing to formally raise a complaint regarding the poor service I have received from the FNB ***** Department since November 2024.

In November 2024, I reported an issue concerning an incorrect amount that was added to my account. I spoke to a staff member named Ms. Mbali Masina, and I subsequently sent her an email containing all the relevant supporting information, including an affidavit from the South African Police Service (SAPS), requesting that the incorrect amount be removed from my account.

Despite following up via email on the 6th of January 2025, 9th of April 2025, and the 15th of October 2025 I have still not received any feedback or resolution. The lack of communication and follow-up from your department is extremely disappointing and unprofessional.

Additionally, I would like to express my concern about how FMB handles its Private Account customers. The overall service experience has been unacceptable, and it reflects poorly on the standards expected from your institution.

I request that this matter be urgently investigated and resolved. Please confirm receipt of this letter and provide an update on the status of my complaint. I expect a written response within seven (7) working days.

Yours faithfully, Reyno Schoonees Case Number: *** Cell: *** Email address: ***