FNB FOREX - GLOBAL ACCOUNT

In February 2020 I requested the FNB Global Account (GBP) to be closed; 1 year later the account is still open and has accrued a service fee of £15.98. I sent an email request on 4 January 2021 for the fee to be reversed and to close the account to FNB Forex which I was advised to do via FNB online chat. FNB Forex sent an email to FNB Global Accounts on 4 January 2021. I received an email from Shaylon (MyBranch) on 5 January 2021 requesting ID and complete documents which I emailed back to her on 6 January 2021; I received no further feedback. I was copied on an email from Ravashinie (FNB Forex) who sent a request to Global Accounts and WTBfulfilment to assist with regards to reversing the fee. I was then forwarded the INTERNAL PROCESS EMAIL from Global Accounts to My Branch with regards to reversing the fee process by Zaheera (My Branch) on 13 January 2021. As a customer I should not be getting sent internal process emails! I sent another email on 13 January 2021 to MyBranch requesting feedback. I sent another email on 14 January 2021 to My Branch and FNB Global Account as my Gold Cheque Account was debited for the service fee of R341.46 which I did not authorise and Shaylon had sent the email to MyBranch to reverse the fee. The FNB Global Account has been closed; I am still waiting for the fee to be reversed back to my cheque account; a simple request to close an account 1 year later! Between FNB Forex and My Branch the one does not give you the same information as the other and both fall under FNB. I am an extremely disappointed loyal customer and ex-staff member of many years – service is shocking!!!