FNB Premier Fusion Account – Ongoing account errors, blocked access, ignored complaints, and salary deductions on a disputed balance

I am documenting my full experience with my FNB Premier Fusion Account because what has happened over the past year is unacceptable.

For close to a year, my account has reflected a negative balance of approximately R5,000. This was presented as an overdraft or credit facility, despite the fact that I did not have proper access to this credit. The only time I was ever able to access the full facility was when I first upgraded to the account. After that, access was restricted without explanation.

At one point, I attempted to use the credit facility again and was only allowed to access approximately R750, even though the account still reflected a R5,000 limit. After settling that amount immediately, I was no longer able to access the credit facility at all.

Despite this, my account continued to reflect a negative balance of around R5,000 for months. During this time:

* Deposits into my account were not used to recover this balance * My account functioned like a restricted debit account * The negative balance remained visible but inactive

I raised this issue multiple times.

In addition, I experienced ongoing access problems due to an OTP/contact number issue that was never properly resolved. For years, I reported that OTPs were being sent to an old number. I was repeatedly told that this had been fixed, but it was not.

Because of this:

* I could not properly access the FNB app * My online banking functionality was limited * I was blocked from verifying my device * I was unable to use secure chat properly

This meant that even when problems occurred, I was unable to access full support.

Recently, the situation escalated.

I received a notification that my account was overdrawn by R294.80 in bank charges. To resolve this, I transferred R1,041.54 into the account.

Instead of correcting the account, the system immediately adjusted my balance to reflect approximately -R5,363.80 and reduced my available funds.

After this:

* My account balance showed a large negative amount * My available balance was significantly reduced * Funds that should have remained available were no longer accessible

At this point, I had not used the credit facility in any meaningful way for months.

I then:

* Sent multiple emails to FNB * Logged formal complaints (*** and ***) * Attempted to use secure chat * Attempted phone support

My emails were not properly responded to. Secure chat was restricted due to “unverified device” errors. Phone support was ineffective, including a call that was disconnected after I was asked to adjust my signal.

I escalated the matter to the Ombudsman (Case ***).

In my communication with FNB, I clearly stated:

* The balance was disputed * The account was in an incorrect state * No deductions or set-off should be app**** while the matter was under investigation

Despite this, the situation worsened.

Over the Good Friday period:

* An amount of approximately R600+ was deducted from my account

My account remained in a restricted and unusable state.

Then, upon receiving my salary:

* My salary was deposited into my account * FNB immediately app**** deductions * An amount was deducted toward a loan repayment * The disputed negative balance was also offset

After these deductions:

* My available balance was reduced to R0.00 * I had no access to my own salary * I was unable to meet basic needs

This happened:

* While the balance was under dispute * After I had explicitly warned the bank in writing * After escalation to the Ombudsman * After multiple unanswered emails

At no point did I receive a proper response addressing the issue before these deductions were app****.

This is not a single incident. This is a pattern:

* Incorrect account balances * Restricted access to banking services * Unresolved technical issues * Ignored complaints * Deductions app**** during an active dispute

I have been unable to properly use my account, access support, or rely on my own funds.