FNB is useless

On 1 January 2021, a debit order for the amount of R10 723.92 with ref TELKOMMOBI*** was deducted from my account without my consent. I phoned the FNB ***** division and was told by the gentleman that he cannot help me and I will just have to phone the Debit order division the next day as they are closed, I asked him again for assistance and he told me the same thing. I then phoned Telkom and asked for their assistance as the reference was Telkommobi and FNB won’t help me. The gentleman I spoke to at Telkom said I must email an affidavit of what happened, together with my ID, proof of residence and bank statement to Telkom and I will be assisted. After I sent the documents through, I phoned Telkom again and spoke to Lloyd Mzizi who assisted me. He sent my documents through for investigation to their ***** department and sent an email with a call recording number *** to show proof of me phoning. He did advise me that it was very serious. I requested my work to pay my salary into my husband’s account as I was unsure if there will be another attempt to deduct the unauthorized debit order. I did not use my FNB app or online banking as I was scared that it might give the person who is trying to take the debit orders access to other things if I log in. I opened my FNB app again on 25 January 2021 to see what has happened since and sure enough, I saw on 15 January 2021 there was another attempt for R16 587.28 which failed as there was no funds available. I was charged R110.00 by the bank for a failed debit order but it was reversed again with reference #Telkom ***O 21011 5. I phoned the FNB ***** line again and spoke to a lady who, after I told her what happened, had the same attitude as the first gentleman and said she can’t help me, I need to phone the Debit order division. I phoned the Debit order division and told them what happened, the lady said that there is nothing she can do and all I can do is to open a new account. I asked her if I can have a joined account with my husband as he also banks with FNB and it will help to pay my debit orders and she told me that there is no longer such an option, I will just have to open an new account. I asked her if FNB can help me to switch my debit orders to the new account and she told me that is not an option at all and it is my responsibility to phone each of my service providers individually and arrange for an alternative payment methods. I asked if she can assist me to close my current account to curb the severe ********** activity and she advised me to send an email to *** requesting to close my account with a signed and dated ID copy. I sent the email asking them to close it with immediate effect and I haven’t heard anything since. On 26 January 2021, there was another attempt for R8 293.64 which failed but I was charged R110.00 by FNB for a failed debit order. The longer it takes to close the account, the more fees I have to pay for debit orders that fail. I eventually ended up going into the branch in Boksburg, the branch in Primrose did not want me to go in, and the consultant assisted me to close my account and open an easy account so i can pay my revolving loan each month. After closing my account and opening the easy account i got an email from FNB with a Debit Order Switch Form!! Well, what do you know, i thought it is not an option!!?? After having all my debit orders deducted for eight years, the only debit order FNB picked up was Telkom, the whole reason for trying to close my Premier Cheque Account and going through all this torture in the first place. I checked what my settlement amount was and paid that amount exactly into my revolving loan to settle it and it still showed i owe R85.00, i paid in an additional R90.00 and it still shows R85.00. I tried phoning the loan department who kept on putting me through to the revolving loan department and being cut off. After an hour and a half i still haven't spoken to anyone willing to assist me. After this ordeal, i will Never recommend FNB to anyone.

Why does FNB have a ***** division if no one is willing to assist me with the above-mentioned issue? Why do they not suspend or red-flag my account to investigate the activity? What do they recognize as *****? I did not authorize any of these debit order/transactions, I was not aware of any of it, no-one contacted me and how secure is the FNB app if they were supposed to confirm the OTP Pin, which I did not get any notification for? FNB was no help at all.