FNB Making It Difficult to Cancel Fully Paid-Up Cellphone Contract

I am extremely frustrated with the poor and inconsistent service from FNB regarding the cancellation of a cellphone contract that has already been fully paid up.

Today, 25 May 2025, the final installment for my cellphone contract was deducted. I immediately contacted FNB via the chat function to request that the contract and associated SIM billing be cancelled so that I am not charged any further fees.

The consultant, Faith Zile Mazibuko, advised that they could not process the cancellation and instead “logged a case” with a reference number, stating that someone would contact me within 24–48 hours.

This is unacceptable.

When I asked why the cancellation could not simply be processed via chat, I was told that the consultant had “limited functionality.” This explanation makes no sense, especially because I cancelled another contract through FNB chat last year without any issue. The consultant at the time handled it immediately and confirmed the cancellation on the spot.

I am not available for phone calls during working hours, and I made this clear. There is absolutely no reason why a paid-up contract cancellation should require a callback or additional delays when the request has already been formally communicated in writing.

At this point, it feels like FNB is deliberately creating obstacles to prevent customers from cancelling services and stopping unnecessary billing.

I want this contract and SIM service cancelled immediately, with written confirmation provided via chat or email. There should be no further charges after today’s final installment.

FNB needs to address the inconsistency in its processes and stop making simple administrative requests unnecessarily difficult