FNB – Ongoing incompetence, repeated document requests, and unresolved refund after a month

Following my previous review, FNB responded quickly after public escalation on HelloPeter — however, what has followed since then has been nothing short of unacceptable. I was once again asked to submit documentation I have already provided multiple times over the past month. For the record, I have now submitted the required documents no less than five to six times, all with email proof. Despite this: * I have received two separate emails confirming that my case has been CLOSED, with no resolution and no refund processed * I then spent 45 minutes on a call at my own expense, only to be told FNB is still “waiting” for documentationalready sent repeatedly This points to a complete breakdown in internal processes, communication, and accountability. It is deeply concerning that: * There is clearly no proper tracking of client submissions * Cases are being closed without resolution or verification * Clients are being forced to repeat the same process over and over again with no progress This is not a once-off error — this is systemic incompetence. For a bank that charges premium fees, this level of service is indefensible. I have fully comp****, consistently and timeously. At this stage, I expect: * Immediate written confirmation that all previously submitted documents have been received and logged * A formal explanation as to how and why my case was closed without resolution — twice * Urgent processing of my refund without any further delay Should this not be resolved immediately, I will escalate this matter to the relevant regulatory bodies. This experience has been unnecessarily time-consuming, costly, and exhausting — and entirely avoidable. FNB needs to take accountability and resolve this without further delay.