FNB Merchant Services absolutely dismal

<p>I never complain about companies because I run one and I know how mistakes can happen, but this deparment is the worst I have ever dealt with in my life ! Just as a side note - I have loved FNB as a bank for my personal and business banking and have always had great service so this is not a complaint against the whole of FNB, just the merchant services. We recently used a speedpoint machine at a trade show. Our last day of trading was never paid out and we were instructed to send all the slips so it could be manually done - the payment had somehow gone missing on the system. We were duly paid out, but then noticed another large payment which wasnt due to us. Immediately we notified the merchant team to say there must be some mistake. NO RESPONSE other than asking us our merchant number. Then we had customers come forward to say they had been debited twice for their payment on a specific day of our trading - all for the day of the missing payout. What a hassle to try and get the customer's extra payment reversed. Over a month later and still only one reversal ! I understand the merchant deparment need account details etc from the customers, but they dont communicate what is happening at all. We have customers that are spitting mad, thinking we have de*****ed them and your merchant services just dont communicate what is happening to us or our customers !!!!!! I email and phone just about every other day and get sent random reference numbers for chargebacks which are scheduled and I have no idea who they are attached to ? When I email to ask about this ... crickets .... no reply. And this is only the customers we know about who have been double debited. What about all the customers who have not checked thers bank accounts and dont realise they have been charged twice ? We have absolutely no idea how many there are becasue they payouts dont even match. I keep getting told that the merchant department will sort it all out, but I highly doubt it if they havent even sorted out the customers who have come forward with information. This has cost our company, not only in brand image but financlially as we have had to send complimentary gifts to disgruntled customers. Not easy for a small business. </p>