FNB Merchant Services charging incorrect commission rate

On the 4th April 2022 we emailed FNB Merchant Services querying the commission they were charging us on credit and debit card transactions. We discovered this issue when we looked at alternative point of sale machines and wanted to compare rates. We did a spot check on the Merchant settlement report we received from FNB and noticed that the commission rate charged was higher than agreed on. Upon further investigation, it appeared all the commission charged was incorrect. We received a response on the 6th April advising us that the matter had been referred to the Finance Department. The Finance Department ( Mbali Radebe) responded on the same day by forwarding us the Agreement that the sales consultant had filed, reflecting the commission rates of 3% and 2% and NOT the commission rates of 2.7% and 1.65% which are on the document forwarded to us for signature by the sales consultant Silindile Ndlovu. That same document was signed and returned to her. The fact of the matter is that the document Ms Ndlovu filed is not the document we signed and returned to her. We have the original email from Silindile Ndlovu in which the document sent to us contains the original commission rates of 2.7% and 1.65%. All this was communicated back to the Finance Department on the same day. We requested read receipts on all our emails and they were read by Ms Ndlovu as well as the Finance Department. To date we have not heard a word from Ms Ndlovu. On 12 April we received an email from the Finance Department “We are pleased to inform you that your reported incident has been resolved – ***” We were obviously not happy with this response as the issue was far from resolved so we contacted our local Business Banker, Ms Nondumiso Dlamini who we believe referred the matter to Prinasen Moodley, Regional Manager, FNB Business, Merchant Services KZN. On 13 April we received an email from him advising that the matter had been escalated to their “Servicing Team to provide a formal response on this matter” Since then, for over 3 months all we ever get from Mr Moodley is that the matter is still under investigation. Our last email to him asking for an update and requesting the name of a senior person at Head Office to whom we could refer this matter has met with no response. We will obviously be referring this matter to the Banking Ombudsman as the amount involved is around R20 000! (rough estimate)