FNB ***** Department Delayed Response

I lost my bank card a few years ago (2018) and I blocked the card immediately using the app. I later got a new card and all was well until I started getting notifications for multiple toll gate transactions (2020). All were small amounts which amounted to a big amount. I reported this as ***** and they reversed this.

Now the problem comes with the reversal payout times. Yes they reversed it but it took a bit too long that I started getting charged penalties for my account being in the negative. At the time I did not know that they were penalties, I thought the negative balance was due to the multiple toll gate transactions. I headed over to a FNB branch (Hillcrest) and when I explained my situation they told me to call the ***** department, which barely answered due to the long queues and if someone answered they’d tell me that I called the wrong department. I got frustrated and later went to another FNB branch (Gezina) and I got helped by the teller. She kindly called the necessary department and they told us to print the statement and indicate the missing reversal payments. We then discovered that the negative balance was due to the penalties charged by FNB. We sent a photocopy of the bank statement with the indicated transactions (penalties) which amounted to the negative balance. We were told that it will be taken care of. Nothing has been done since. I then wrote a complaint on the FNB app hoping it will taken care of too but nothing as well.

It is really frustrating because before the toll gate transactions, my account was left with almost nothing (R50 or so) and still the bank’s system allowed for my account to get to the negatives. I also do not understand why they opted for my account to stay open if they were not going to take care of the penalties too. I am still young and I run the risk of getting black listed. I just want an end to this situation hence I’m writing here hoping to speed up the process.