FNB failing to assist

I am truly disappointed in FNB as an institution. The response I received to my initial complaint was just a generic response and not even an attempt to give me clarity and a way forward.

I received the below email from a Sharon Trollip: Good day Mr Pasiya We acknowledge receipt of your complaint under reference number Hello Peter ***NF ucn ***2NF. Account 4**********432 refers. The FirstRand Debt Review Centre confirms the above account was converted to a standalone account number on the 13th January 2020. It must be noted the new account number for the account is 4**********938. We trust you find the above in order. Regards .

Then I responded with the following: Good day Ms/Mrs Trollip,

I am not happy with the response to my complaint.

This account in question just showed up under my banking profile years ago. I never understood how and why, this account seems like some sort of a loan, which I don't recall requesting (I stand to be corrected), and I have never paid any amount towards it (again, I stand to be corrected).Mybe this account was a result of me undergoing debt review, for which I stopped the process approximately 5 years ago and now I am in the process of removing my name under debt review.

As your records indicate that the account was switched to a standalone account and in the past 5 years no payment has been made nor any aggreement has been made to pay the amount.

Since 5 years has past and no financial commitment has been made from my side. To my knowledge the debt has prescribed. In light of the this, can I request that I be issued a prescribed letter to indicate that the debt has prescribed and the account be removed from my banking profile.

Till today, I have not even received an acknowledgment of the email or even an attempt to give an explanation to my matter. I have called several times, and I am sent from pillar to post, with not a single FNB employee able to assist and give clarity on the matter.

The least that can happen is a proper response to my email and not a generic matter; such issues mess up people's credit reports, and FNB is not helping by clearly ignoring our inquiries and requests