FNB Fusion Account & Overdraft Facility

FNB,

I'm extremely upset over what has transpired the last almost year in connection with my Fusion account and the accompanying overdraft facility that comes with it.

1. Last year april I switched over to a Fusion account since FNB advertises you'll maximise eBucks this way. I asked many questions concerning the overdraft that comes with it and I encourage you to go and listen to information that was given me. 2. The coming months after the month of april would cause a lot of frustration because of fees being charged that I could not understand and disputed as the time goes by. Month in and month out I'd be charged for an overdraft fee and to my knowledge I never used more than R200 to initiate this fee. With the overdraft fee I was charged debit interest. 3. So I'd log a complain online. Someone would mail me and tell me as a courtesy the fee has been reversed. Month in month out until I got sick of this and started keeping tabs of my available balance on my incontact messages. I started comparing the balance with the online available balance and they met. But never did anyone tell me where this fee came from. 4. So in the month of December I gave the evidence of my screenshots to a consultant. By the way, this consultant generated months of statements causing a whopping R325 fee to be charged - that I wasn't aware of. If I didn't look at my account this would have gone unnoticed. But I sent her this proof in December and I just never heard back from her. I generated more complaints and the R325 fee was reversed - again no feedback where this came from. 5. When I was charged again on my previous statements I've had enough and decided to go into the bank since no one is resolving the issue. It took my three times coming back to the bank because I waited inline each time and only had 1hour lunch time. 6. When I finnaly got in I showed several screenshots to the consultant and compared it with your system where you indicate I have a negative balance but my screenshot shows I have a positive balance. This consultant escalated it to someone else in the bank and she sat with me to help me. Now I was sitting with Audry from Somerset West Mall FNB. 7. Audry escalated the matter and would phone me back later that day with info. She told me the available balance I see on my phone shows the amount I have left of my overdraft limit. So when it says I have R1000 left its' because I've used R9000 of my R10000 overdraft limit. I was absolutely shocked. I asked her how on earth could you tell a customer they have x amount left on the incontact message when they are actually going into their overdraft? Since last year April your system has mislead me into thinking I have x amount left in my account but I was tapping into the overdraft facility all this time without knowing it. How on earth do you expect customers to know this? This is very misleading and has caused me to incur debt that I would not have otherwise. I am shocked at this oversight.

By the way, I'm a software developer myself. I dont know how the smses used to work before incontact messages came in. But your app is the clients way of knowing what is going on in his/her account yet your transparency on the inContact messages has an extremely big oversight. How many other clients like myself is is being charged an overdraft fee, and being charged debit interest without them knowing this?