FNB gave a false sense of hope for COVID extensions

My complaint regarding FNB is telling me via notifications and their agents that my COVID extension funds were approved and then did not assist me when I asked them to fix it (even though I had proof) I have numerous emails showing they said approved, not approved, approved but accepted the wrong one. Because of this I've had numerous debit orders bounce affecting my credit rating

I have also been sent a contract with no amount on that they expect me to agree to, but the payment amount on the contract of R770 is far more than what I am paying now, but is the amount that was changed when they said I was approved for the extension. Since querying what was going on - they dropped the payment down to the R600 +/- of when it was the first benefit approved but up until that point it stayed the amount as per the extension, this is when all the agents told me it was approved. This contract looks like that I accepted for the extension. I have brought it to FNBs attention and all they say is they apologise for the inconvenience and have told me the system sent the approved notifications as an error!

So my payments went from • First approval R600 +/- • When told I was approved with extension R770 +/- • When I asked them to assist me and fix it asking for help for two months it went down to R609 • Now when I check my account its now R646

And now they have sent me a contract with the payments as if the extension was approved but no amount on there and this isn't a document I am agreeing to.

So my complaints

1. They told the client by notifications and secure chat that the client was approved for September and October 2. When asking them to assist me I was told numerous times it had been escalated to be adjusted 3. Because I was told numerous times I was approved I re**** on the money (which I would of never done if I was told it was pending) which lead to my debit orders bouncing 4. I was then sent emails saying I was approved but never accepted it but accepted the redemption, then I get told I was never approved but only for the redemption (please note these emails were only sent a month after I started asking why it wasn’t fixed for the entire month I was told by agents I was approved). They had the whole of September to contact me and fix this as their agents were telling me, but only started saying no when I showed proof of the chats and have no reason or excuse for the agents telling the client for an entire month that it was approved but needed to be adjusted therefore giving me the false security for an entire month before changing their minds. I have told them repeatedly that more than one of their own agents said I was approved for September and October 5. My payment amounts have changed three times with no explanations 6. I have been sent a signed contract stating no loan amount and the payment amount was the one for the extension, which they have now said after a month I was not approved

If a client is not approved for a loan you don't send the client notifications saying they were approved and the agents don't say for an entire month that you are approved, the amount just has to be adjusted. You don't send different emails with different responses to what happened, I've been told I was, I wasn’t, I was but accepted the wrong one. You cannot change repayment amounts without notifying the client as to why. And you cant send clients contracts with no amounts and different payments (which was the contract I accepted on my app for the extension because I could afford the R770)

Surely this is not good banking practice, misleading the client for a whole month (please note if they had told me I was not approved I would of accepted it but they told me for a month that I was approved and I received notifications saying I was approved), changing payment amounts but only after the mistake was pointed out and sending contracts without full details?

Even though they changed my payments to what it would of been with the extension and their agents said I was approved (three agents) and I was told for an entire month it had been escalated to adjust to the correct amount they now after two months said no