FNB 'How can we NOT help you'

I am a small business owner, and I bank with FNB business (and have a personal account with them) Upon examining my bank statements this month, I noticed a new deduction of R350 for my speedpoint machine which had never been added before (normal monthly fee was approx R50-R60). I went straight to my local FNB (after checking that it is an almost full-service branch) I waited 1.5 hrs and was told the business banker wasn't in to assist. My details were taken, and I did not hear from the bank. I ended up contacting said business banker myself, who informed me that I needed to contact speedpoint directly (WHY didn't someone IN the branch tell me this in the first place?) I contacted speedpoint, and the consultant took my details and gave me a reference because, AGAIN, he couldnt help me. To date, I have received NO FEEDBACK.

I am aware that my meagre income probably means little to FNB in the greater scheme of things, but for someone who professes to be an institution with the slogan 'How can we help you?' - you certainly fall short of this, over and over again. Approximately a year ago, a similar incident occurred - ANOTHER DEDUCTION for my speedpoint machine WITHOUT WARNING. I am only utilizing this machine as convenience to some of my elderly clientele, to prevent them having to draw money at an ATM or because they do not know how to utilize internet banking. As such, the machine does not have a very high transaction value BUT it IS of value to my clientele.

FNB has forgotten TWICE now to add the correct fees to my speedpoint contract, a year ago and now again. Instead of making a courtesy call because you have some kind of quality control over your systems and you notice that your customer is not being billed correctly, you just take the money and wait for the customer to figure it out for themselves. I find this unacceptable AND more so, the fact that I have had to run around after FNB on both occasions, and to date, no satisfactory resolution for my current problem. Furthermore, FNB dont even bother checking out individual incomes for small businesses. You must be transacting gross amounts of money per month via the speedpoint machine, in order for your minimum commission to come down. Thus even if you've only transacted R3800 on the machine in a given month, your fees add up to R800 (excl bank account fee) which I find preposterous - especially as a small business owner. Surely, it would make more sense to build a billing package based on the customer needs and earnings?

As such, I have now contacted other financial institutions and am investigating other options to assist me with card transactions in my small business. Because, although my income doesnt mean much to FNB, it does to me and I count every penny.