fnb home loans incorrectly debited my account - terrible service

I would like to bring to your attention that I have been incorrectly debited for my home loans in the amount of 7758.00 on December 30, 2023. As an FNB client currently under debt review for the past 1 and a half years, I do not have any debit orders in place.

Fortunately, my debit counselor has settled the amount and paid my installment for December as usual. FNB home has acknowledged this payment. However, I have not been re-debited for the original home loan amount, and I currently have only R 120.00 in my account without any debit order scheduled.

I have already spoken to Celeste Baatjies, the Debt Review Collections Team Leader, Collections and Platform Enablement, who has no idea when my money will be refunded. I have also filed a complaint with the NRC regarding the current treatment I am receiving, and this situation only adds to the already unacceptable manner in which I am being treated.

As a lifelong FNB client, I have never experienced such horrible service. I was advised to visit the Ferndale Randburg branch to have the transaction reversed, but they informed me that they are unable to assist.

I urgently need my money, which FNB homeloans currently holds, to be returned to my account as I have pending debit orders. Due to the lack of funds, I am unable to even purchase basic necessities such as bread and milk for my home, despite it not being my fault.

I kindly request your immediate attention to this matter and the prompt resolution of the issue.

Sincerely,