FNB NIGHTMARE

So, after 2 months of settling the loan, 1. The second amount deducted of R226 has not been refunded 2. The loan account has not been closed. The worst part is explaining the same thing to consultants who seem more concerned about telling me about how I am wring rather than trying to understand and mediate or offer help. After months of confusion, maybe iI should outline the sequence of events, and hopefully someone at FNB will get it. 1. Last year between September and October I missed out two monthly payments, then FNB Loans passed on my account to FNB Legal who then passed it onto an external debt collector - DMC. 2. DMC calls me to arrange payment, they give me two options, either pay outstanding premiums so account can be up to date, or settle amount in full, at which point I would then qualify for a 25% discount. I choose to settle the amount in full because it was a really good discount and wanted to relieve my credit pressure anyway. 3. The amount owed at the time was arounf 11k, so apply the discount and i was asked to pay an amount of around 8,9k to settle the loan in full. 4. End of November, I pay the settlement amount, everyone is happy ever after right? WRONG. 5. The following day, FNB deducts two amounts, 226 and 3,7k. Then the events of my complain above start and eventually my 3,7k refund is paid weeks later. 6. I call DMC, they confirm the account is settled on their side, I request a settlement letter, they say they can only send me the letter after 60 days - for whatever reason I dont know. 7. Jan 2019 - I see that on my FNB app the account is still active, and I owe 4k. This is because somewhere along the line, DMC was not able to communicate to FNB that I had settled the account, and also because I had not sent FNB a settlement letter, so according to FNB, I still owe FNB 4k, because the SYSTEM, only picks up the amount I paid in relation to the outstanding amount of 11k, and obvioulsy the loan accrus interest. 8. None of the FNB consultants have been able to connect this dot, and they all make me feel I dont know what Im talking about. I spoke to a lady on Tuesday, who was able to tell me that all I needed to do was to get a settlement letter from DMC, then the loan department will be able to close the account. Simple, right? 9. I call DMC this morning. They cant believe im still messing around with FNB because account was settled end November already on their side. And to top it off, they now cant send me a settlement letter because apparently its not allowed. They have to request FNB to do the settlement letter for me and send it to them. 10. I coundnt really get angry at the lady because she is just following protocol, but i think you guys seriously need to look at things like this. a)It is ridiculously annoying to deal with your consultants who are not very helpful in my humble opinion b) I think this is because they follow company processes and procedures and cant deal with flexible and complex situations such as my case. Thats something you should look into as an organisation c) My customer experience has been really bad over the past few months because of all the time I ve spent calling your departments, going to branches, calling DMC, whereas all of this could have been resolved in phone call, had it not been bereaucracy I had to go through. 11. Im hoping one day, my personal loan will be cleared. 12. I will also clear my credit card debt with FNB and then I will exit my beloved bank. Thanks for being amazing.