FNB REVOLVING FACILITY - Very Concerning *********! and IMMORAL! Business practices, Misleading Information and Debt Collection Practices

I’m extremely disappointed with how FNB handled my Revolving Facility.

On 31 August 2026 at approx 9am, I made a payment towards my account. I had difficulty using the Revolving Facility account number, so I went to an FNB Branch Consultant for assistance. I was told to use FNB’s public beneficiary to make the payment, which I did.

FNB later confirmed to me in writing that the payment was received by them, but had not yet been allocated to my account.

What I find extremely concerning is that at approx 3pm on that same day, only about +/- six hours after I made the payment, I received an SMS from FNB informing me that my account had been handed over for collection.

So, FNB had already received my payment, yet the account was still handed over for collection that same day. How is this acceptable? How is this ETHICAL ? How is this MORAL ? I understand that payments can sometimes take time to be allocated, but when a customer has made a payment and the bank has actually received it, I would expect the bank to at least properly check and account for that payment before taking further collection action.

What makes this even more extremely disturbing is that I had already been communicating with FNB about my financial situation and had asked about a payment break/payment holiday (of which is advertised on their banking app) just for a few months all this was done BEFORE THE ACCOUNT WENT INTO ARREAS! I was previously explicitly informed by an FNB representative that I will be assisted with a payment break/holiday and that I would have to submit my request via the FNB Banking App.

I followed the instructions given to me, but I never received a response nor a proper explanation as to what happened with that request.

I also asked FNB for recordings of relevant telephone conversations, but those requests were not properly dealt with.

Why did FNB confirm on a recorded line that they will help me with a short term payment break/holiday and later ignored to respond in writing nor supply me with a copy of the recording requested ? MAJOR ********* PRACTICE!!!!!

I have since made a further payment and have formally escalated the matter to the National Financial Ombud Scheme (NFO).

I am posting this because I believe consumers should be aware of how FNB handles long standing customers of 20+ years of support who are experiencing financial difficulty, yet are still committed to making payments on their account.

For me, this is no longer just about a payment-allocation error. The sequence of events raises serious questions about FNB’s customer service, ethics, transparency, morality and the ethics of its debt-collection practices.

A customer makes a payment, FNB receives that payment, and within hours the account is handed over for collection. In my view, that is deeply troubling and certainly not the type of treatment I would expect from a major financial institution such as FNB.

The entire process left me with the strong impression that the priority was to hand the account over for collection, rather than to properly account for the payment that had already been received. If that is how FNB's collection process operates, I find that approach extremely concerning from an ethical and customer-treatment perspective.

This experience has seriously diminished my trust in FNB.