FNB Refuses Legitimate Debit Reversal — Chat Consultant Godlip Rude & Unprofessional

I am extremely frustrated with the shocking service I received from First National Bank (FNB).

A debit order was taken from my account on the wrong date, and when I tried to dispute it, I was told I must first cancel the mandate before any reversal could be considered. This makes no sense and is not stated in any official FNB or DebiCheck policy. According to FNB’s own Debit Order Dispute Terms and the DebiCheck system rules, you may dispute a debit order if it does not match the authorised mandate — either in amount or date — or is unauthorised. There is no clause anywhere that allows a creditor to block a bank from reversing a debit.

Despite this, I was treated with complete rudeness and unprofessionalism by your chat consultant, Godlip. The dismissive attitude and lack of explanation were completely unacceptable. Instead of helping me resolve a legitimate banking issue, I was treated as if I was the problem.

FNB’s insistence on cancelling the mandate first is purely a procedural interpretation, not a policy requirement. Your staff need proper training to explain these rules and handle customer disputes with respect, rather than using policy excuses to justify poor service.

According to FNB’s official Debit Order Dispute Terms (fnb.co.za) and the DebiCheck system FAQ (web.debicheck.co.za), a reversal is allowed when the debit does not match the mandate or is unauthorised, regardless of any creditor objection. FNB staff are obligated to follow these policies, not the creditor’s preference.

I demand that FNB urgently process my reversal correctly in line with these policies, and provide a full explanation for the mishandling and unprofessional treatment. This experience has completely undermined my trust in your bank, and I expect immediate corrective action.