FNB Missed My Agreed Debit Order Date and Now Expects Me to Carry the Consequences

I am extremely dissatisfied with the manner in which FNB has handled my revolving loan debit order.

I changed the debit order account for my revolving loan from my Premier Account to my Easy Account and received confirmation that the debit order would be processed on the 1st of every month.

When the debit order did not run on the agreed date, I contacted FNB and was informed that there had been technical difficulties on their side. This was not caused by any action or omission on my part.

To ensure that my account did not fall further into arrears as a result of FNB's error, I paid half of the instalment amount directly into the revolving facility in good faith.

I subsequently contacted FNB to clarify whether the reinstatement of the debit order would only take effect from the following month, given that the agreed debit date had already passed. The response I received was:

"We apologise for the delayed response and any inconvenience caused.

Kindly note that the debit order will be this month.

Lauren Landy"

That was the entirety of the explanation provided.

This response is unacceptable. The agreed debit date is the 1st of every month. FNB failed to process the debit order on that date due to their own technical issues, yet they are now indicating that they will debit at some unspecified time during the month without addressing the fact that I have already made a payment towards the facility.

This places me in an unfair position. Had FNB processed the debit order on the agreed date, this issue would not exist. I should not be expected to keep funds available indefinitely for a debit order that was missed due to FNB's error, particularly after taking proactive steps to reduce the outstanding balance and prevent further arrears.

I expect FNB to confirm in writing that:

• No adverse credit bureau reporting will result from their failure to process the debit order on the agreed date. • No failed debit order fees, penalties, interest or other charges will be app**** as a result of this issue. • The amount already paid into the revolving facility will be taken into account before any further debit is processed. • The debit order will resume on the agreed date of the 1st of each month going forward.

Customers should not bear the consequences of FNB's administrative or technical failures. I expect this matter to be resolved urgently and fairly.