FNB ripping of clients

Dear Daffnie

Thank you for your response.

However I don't really have any confidence in getting any further feedback or resolution.

I have had a complaint previously about a loan account not closed and you responded more or less the same and then nothing happened thereafter. See below:

Good Day

Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.

A formal complaint has been logged on your behalf and the reference number is **********

Regards

Complaints Resolution

Daffnie Govender

Email address: **********

Tel number: 087 ********** (option one)

Got an email response, but it still looks like they didn't read what I said. Explaining things already said:

Dear Mrs. *****,

Thank you for your correspondence regarding the item paid fee on your account.

In order to answer your question we would like to refer to the following section in the FNB Pricing guide:

Insufficient Funds

Unpaid Item Fee or Payment Honouring Fee*
R 25.00 per R100.00 (Maximum R100.00)
*A service fee charged for each payment paid where there is not enough money in your transactional account

You were charged the item paid fee due to the below payment was processed through your account when there were insufficient funds to accommodate them:

TRAN. DESCRIPTION TRAN. AMOUNT DATE ACCT. BALANCE

PURCH Clicks Florida 264.60- 01/09 282.39-

Thus incurring;

#ITEM PAID 1 ITEMS ON 75.00- 01/10

Please note that these item paid fees above were charged for correctly as your account had insufficient funds to honor the payment, this was due to the monthly account service fees that were deducted before you payment was banked, thus reducing your account balance;

#MONTHLY ACCOUNT FEE 100.00- 01/06

#NON FNB ATM CASH WIT 8.85- 01/06

#VALUE ADDED SERV FEE 173.70- 01/06

We have reversed that item paid fees as a once off.

We trust the above explains the matter.

Yours Sincerely,

Pilani Makhusheni

FNB Value Banking Solutions.

Now I am waiting for someone to actually really read into what i said and reverse all the last 4 charges

Antoinette
1:42 PM (1 hour ago)



to Super






Good day Pilani

Thank you for your response.
I will highlight important details in my complaint so you can see and maybe understand where I am coming from instead of again giving me an almost standard response.
And I would like you to look at the last 4 charges not just the one charged on 10/01/2017.

I have a Gold cheque account with FNB without an overdraft. I noticed this morning that FNB charges me a fee every month after they have debited my banking/service fees. This charge 'Items paid no funds' is supposedly because they honor a transaction I made when I had no funds. When I investigated this on my account I found this is a blatant lie. I made a purchase when I had funds, obviously the merchant didn't bank it immediately and obviously the bank reserved the funds I had in my account for that transaction. Then my bank fees were debited and put my account in a negative balance, but FNB then used the funds reserved for the purchase I made previously to cover the bank fees and by the time the merchant banked the transaction there was supposed no funds. I feel that it is absurd for FNB to be charging this fee, knowing I had money when I purchased to cover my purchase, also knowing that a merchant never banks something the same day. Also knowing that I have no overdraft so if I essentially swipe my card and don't have enough money my transaction would decline right there at point of sale. The supervisor at the call centre I called when I queried agreed I had funds, agreed the bank fees actually put my account in a negative balance but then she says the charge is still correct because FNB doesn't have control over when merchants banks transactions. Obviously they don't but why that charge when they can see there was money at the time I bought and it is the process between banking the transaction and what happened in between when the bank debited my banking charges/fees that pushed my account in a negative balance. Why must I the client then pay the bank an extra fee on top of all their already expensive charges when the merchant banks after the bank debits my banking charges/fees monthly? The bank knows very well they did nothing for me. They did not honor any payment for me. This is day light *******. I get nothing for free so why does FNB expect me to just hand over my hard worked money to them?
When I investigated my last 4 statements this morning I have picked up that FNB does this every month when I happen to make a purchase when I have funds before my monthly service fees are debited, then they put through their fees, it takes up the funds that were reserved for the purchase I made, the bank fees pushes my account into a negative balance, and the merchant banks the transaction the woops there comes the charge 'Items paid no funds'. So for my last 4 statements I have been charged R75 on 10 January, R25 on 3 December, R100 on 27 October and R50 on 8 October. This is ridiculous. And I am sure if I go back further I would find it on the prior statement too. But then again I can't go back further to check otherwise they will charge me for a statement as well.
The call centre consultant and her team leader was of no help. They were not thinking outside of what they were reading on their screens. They could see what I said to the about having had money to pay for my purchase at the time I bought but it is their bank fees that used that reserved funds every time before the merchant gets to bank. I mean they also know very well if I really didn't have funds when i purchased I would have been declined there and then at the till. The only thing the supervisor said is they have no control over when transactions are bank, duh obviously and the only thing she can do is make my service fees billing date same as my salary date and she can send my query to reverse those charges but it will decline because it is valid. How conflicting.
And how ********* of FNB

Awaiting your response.

regards

I am really impressed that FNB contacted me back, looked into my query, gave me resolution as to how to manage my account going forward and assisted me to reverse the charges.

This has restored my faith as a client.