FNB: How can we NOT help you

I have had a revolving loan facility with FNB for a number of years which has been paid up in full since December 2023. I keep the facility open for times when I need it and for which I still have to pay a monthly charge of R69. In May 2024, the debit order for the monthly charge was not honoured but for June and July the monthly charges went off my account as usual. I tried to access the funds towards the end of July but could not as there was a hold on the account due to the monthly fee of R69 for May which remained unpaid. I mean, seriously, could they not have done a double debit off my cheque account in the following month to settle it?

In any event, I paid the amount and I was also advised to update my tax residency at my nearest branch and then it will take about 5-7 working days for the hold to be lifted. I waited the time and still I could not access the funds. I was then advised that my cheque account had to be in good standing for 30 days and that there must be no debit orders not going off. That was not going to be an issue so I tried to speak with another consultant. This consultant advised me that it takes up to 90 days for the hold to be lifted and I was advised to update the account by adding a shortfall protection of some sort. Now I was really getting annoyed because this was yet another new hoop I had to jump through. So I went into the branch again and this consultant advised that it can take between 3 - 6 months for the hold to be lifted.

All the while I have been paying for a facility which I cannot access while there is nothing outstanding. In fact, the account is overpaid by R70 and not a cent is outstanding.

Because I cannot get a consistent answer from the guys at the revolving loan department I asked to speak with the manager or supervisor or whoever is in charge. Of course every agent "puts you through" to that person but I keep going on in circles without ever getting the help or answers I need.

I am truly fed up and I will take the matter up with the banking ombudsman also because how can it be that you keep on paying for a facility and not have access to it?