FNB - "How can we help you?" Rather "How can we ignore and cost you money?"

<p>I have been with FNB for many many years and use to refer anyone who would listen to them. Now I feel if I could I would cut all ties with them.</p> <p>In 2015 my boyfriend of 7 years died and our finance were very intertwined (I know not the best idea if you are not married). This means loans I took from FNB were based on the fact that many of our expenses were covered by him.</p> <p>After his death I tried to renegotiate and get FNB to assist me so that I could afford the debt payments but they would not. After a few months one of my accounts were handed over and I made arrangements with the lawyers in March 2016.</p> <p>Then without warning in August 2016 FNB debited a large sum from my account. After two weeks of fighting, constant phone calls and proving my arrangements made, they refunded the money and accepted, noted and by email confirmed my arrangement of repayment. They apologised and refunded the amount. Saying it will not happen again. On the 23rd of October this happened again. And to this day I have not received a refund.</p> <p>Every time I phone it is 15 - 30minutes on the phone, with a mostly rude consultant, to whom I need to explain the entire situation again and again. I forward then their own emails confirming the arrangement and yet still no luck with the refund.</p> <p>On the 26th of October a lady called and confirmed that the refund will be made soon. Yip you guessed it nothing has been done. Every time after that I called to enquire it was the whole process from start again. Explain what happened. Get a reference number and a promise of a response. Wait 48 hours and then NO PROGRESS AT ALL.</p> <p>Every time I feel sorry and I also apologise for my upset and the way I lose it but then still I don’t get a response. I have been threatening for just over a week to post my unhappiness here and today I have just had it. I am done asking nicely for FNB to hold up their side of the bargain.</p> <p>This has cost me 90 min and 12 sec of talk time with no joy but empty promises. I have laid a complaint on their webpage, expressed my dissatisfaction on the phone to consultants and managers and just nothing.</p> <p>I am a premier banker, paying a hefty fee for this service which is actually a glorified directory service to the correct department within FNB. They are no help whatsoever.</p> <p>And now FNB will apologies and promise it will never happen and that’s is, I need to accept it and move on never mind the time and money it cost to get the money back. It is just not enough anymore. I am sorry but an apology will just not suffice this time.</p> <p> </p>