FNB Reported Adverse Information on My Credit Record Despite My Attempts to Resolve the Matter

I am extremely dissatisfied with the way FNB Home Loans has handled my account and the adverse information reported against my Experian credit profile. My home-loan capital was settled in December 2025. The bond cancellation process was still being handled by my attorneys, and I was subsequently informed that FNB continued charging a R28 monthly service fee. The serious issue is that I was not aware that this R28 monthly fee was continuing. I received no communication from FNB explaining that this fee would continue to accrue after the capital had been settled. The only FNB telephone call I recall receiving in December was regarding an R8 refund. During that call, I told the representative to keep the R8 and buy sweets for her children because I felt the cost of the telephone call was more than the amount being refunded. At no point during that conversation was I informed about the continuing R28 monthly fee or that I needed to continue making payments while the bond cancellation was being finalised. I want FNB to provide proof of when, how and where I was informed about this R28 monthly fee. If FNB claims that I was notified, I expect them to provide the actual communication and proof that it was sent to me. The matter became even more concerning on 4 August 2026, when I received a message and subsequently checked my Experian credit report. I discovered that FNB Home Loans was showing an adverse payment/arrears amount of R110. I was not aware that FNB considered the account to be in arrears, and I certainly did not knowingly ignore an outstanding payment. On the same day that I discovered the R110 adverse amount, I immediately attempted to pay R110 to the FNB Home Loan account to resolve the matter. I subsequently discovered that this payment had been returned with the reason: “Account Not Found.” At the time, I was not even aware that the payment had been reversed. I had made the payment in good faith believing that I was resolving the amount that FNB was reporting. I made further attempts to resolve the matter. I eventually made a payment of R136.64, which FNB has confirmed was received and app**** to the account, bringing the outstanding balance up to date. Despite all of this, FNB has caused adverse information to appear on my Experian credit profile. I have also spent considerable time contacting FNB, only to be transferred between departments and automated systems without receiving a proper resolution. What I find particularly concerning is that FNB says the home-loan account remained active while the bond cancellation was being finalised, yet my attempted payment was returned with “Account Not Found.” FNB needs to explain this contradiction. What I am demanding from FNB A full investigation into the adverse information reported against my Experian profile. Proof of when and how I was informed that the R28 monthly service fee would continue. A complete statement showing all service fees charged after the capital was settled. An explanation as to why my attempted payment was returned as “Account Not Found” if the account remained active. A review of my payment attempts and the supporting documentation I have provided. Correction/removal of the adverse information from my credit profile if FNB cannot substantiate that the listing accurately reflects my circumstances. Written confirmation once the relevant credit bureau information has been corrected. I am a Scorpion Legal Services member, and I have now reached the point where I am prepared to obtain legal assistance regarding this matter if FNB does not resolve it properly. I would strongly prefer to resolve this directly with FNB, but I will not simply accept an adverse credit listing when I dispute the circumstances surrounding it and have made genuine attempts to resolve the amount. FNB has already received payment and confirmed that the account was brought up to date. I am therefore requesting that FNB urgently reconsider the adverse information and correct my credit record where appropriate. I expect a proper written response addressing each of the points above, rather than another generic response referring only to unpaid service fees. FNB, please resolve this matter properly.