FNB LACK OF COMMITMENT IN ADDRESSING DEBIT ORDER DISPUTES

I am so infuriated by FNB’s lack of customer service and attention to responses due to me. I lodged a debit order disputes on 9 November 2019 for disputes that was over 40 days which amounts to approximately R27000. I was advised that the process takes 40 working days. Since the time I lodged the disputes, I received no communication (either via email, sms or call) from any of their personnel. I would call and go to the branch to follow up on the progress and in a typical attitude of apathy and disinterest, I would be referred from General Enquiries, ***** Department, Disputes Department and every person I speak to would either refer me from one department to another, or everyone would give conflicting responses regarding the matter. What’s worse, the 40 days waiting period that THEY told me would take had lapsed yet I have received no response or anything. I went to branch and Bank City, sent email to the “***” (which ironically I’ve received no CARE whatsoever), called their Disputes Department and and spoken a Donavan (Team Leader/Manager) and also a Noluthando Madlabane whom have all proven themselves to be useless in this regard. Instead of being given solutions I keep getting the proverbial “We apologize for the inconvenience; We will investigate the matter and revert back to you”. No one attends to this instead I keep on being tossed around from one person to another. No one seems to care of the fact that it’s FNB policy that I was advised that it stipulates the 40 day waiting period. Yet FNB is violating its own policy and failing to demonstrate its drive towards Customer Centricity. I WONDER IF THERE IS EVEN ANY SOUND GOVERNANCE PRACTICES within an institution as long standing as this. 40 days has lapsed and it’s now approximately 10 days overdue that I have received nothing back into my account. The transactions that I have disputed either indicates that the “Mendate was requested from the service provider”; and some indicate the “Mendate is received from service provider” and this awaiting the dispute outcome. And this was as far back as last year long before the 40 days period even lapsed. As stated, I am approximately 10 days overdue post the 40 days and still nothing. This is grossly disappointing and unacceptable from an institution that doesn’t even waste time in charging bank charges to the point where one sits on a negative balance of which I am now sitting at because I had since waited for my money which was debited without my authorization which one might interpret it as *****. FNB and it’s staff shows neither commitment nor professional etiquette towards my case (which I don’t even have a reference number to date). Can FNB please address this matter with a matter of urgency and train their staff well in dealing with customers in a competent manner.