FNB Legal – Endless Follow-Ups, One-Line Responses and Still No Resolution

I have reached the point where I am genuinely frustrated with the way FNB has handled my complaint. For weeks I have been trying to obtain a proper, substantive response from FNB regarding an account that I believe has prescribed. I have sent detailed emails setting out exactly what I am disputing and exactly what evidence I require from FNB. Instead of answering those questions, I repeatedly receive one-line responses simply stating that the account is “not prescribed”. That is not an answer. FNB previously advised me that the account is allegedly not prescribed because I supposedly acknowledged the debt with Blakes on 20 February 2025 and 3 March 2025. I have expressly disputed having acknowledged liability on either of those dates and asked FNB to provide the actual evidence they are relying on — call recordings, transcripts, correspondence, account notes, payment arrangements or any other documentation showing what I allegedly said or agreed to. I also asked FNB to provide proof of the alleged payment they say was received on 31 May 2023, including the amount, source, transaction reference and proof that the payment was made by me or with my authority. These are not complicated questions. If FNB is relying on alleged acknowledgements and payments to argue that prescription was interrupted, then FNB should be able to produce the evidence supporting that position. Instead, I have accumulated an enormous paper trail of emails, follow-ups and complaints, while receiving virtually no substantive answers. On 9 September 2026, I spent almost an hour on the phone with FNB trying to obtain feedback. I was told by the consultant that I would receive feedback within two hours. At almost the same time, I received an email from FNB Care advising me that the Legal Department has a backlog and that I must wait another two days. Why must the customer continuously follow up? Why must I spend an hour on the telephone trying to get answers to correspondence that has already been sent in writing? What is the purpose of sending FNB a detailed complaint containing specific questions when Legal responds with a single sentence saying, in effect, “the account is not prescribed”? I do not need FNB to keep repeating its conclusion. I need FNB to provide the evidence upon which that conclusion is based. I am also particularly concerned that Legal apparently cannot be contacted directly. Customers are left dealing with Careline consultants who can do little more than advise that Legal has a backlog and that the customer must continue waiting. A backlog within FNB is an internal FNB operational problem. It should not become the customer’s responsibility to repeatedly chase the bank for weeks simply to obtain a proper response. For context, FNB has already confirmed in writing that two of my other personal loan accounts were closed due to prescription. I am therefore not asking FNB to blindly write off accounts. I am asking FNB to properly investigate this remaining disputed account and produce the documentation it claims prevents prescription from applying. I now require FNB to do the following: - assign this complaint to someone in Legal who will actually review the full correspondence; - provide the documentary evidence of the alleged acknowledgements dated 20 February 2025 and 3 March 2025; - provide full proof of the alleged payment dated 31 May 2023; - clarify the correct account number and product involved; and - if FNB cannot substantiate the alleged interruption of prescription, correct the account and the associated credit-bureau reporting accordingly. I have been patient. I have followed FNB’s processes. I have put everything in writing. I have repeatedly given FNB an opportunity to respond. I am tired of being told to wait while receiving one-line answers that do not address the complaint. FNB, please stop sending generic responses and resolve the matter properly.