FNB ****S ME R3000 WITH NO FUNDS ****

I have been charged R3000 for items paid when there is no funds in my account. I moved to a new city and because u dont know the place well yet, I uber everwhere i go. Now usually when my money is up and there is no funding available bank account, the app will say insufficient funds. But for some reason last month (November 2019), for the first time since I have been with FNB (Because unknowingly, I had a debit order go off leaving me with insufficient funds) in a span of a few days the items added up to R3000.00(Charges by FNB). I do not have an agreement with FNB for such transactions nor do I have an overdraft facility. This never happened in the previous months.

Why could FNB not notify me about this. A month ago FNB randomly sent me an email to say my account is on hold until i complete and submit an CRS Form. RANDOMLY PUT MY ACCOUNT ON HOLD TO FILL IN THEIR FORM???????

Why could FNB not notify me and ask for my consent to charge R125 per item? So in this case scenario. I will travel to the mall around the corner for R26, and because I do not have funds, FNB processed this purchase but charged me R125 for it. So I just paid R151 for a R26 uber ride to the mall and again R151 back home. Eventually all these additional charges added up to R3000.00

I called the call centre dealing with premier cheque accounts and all the adviser told me REPEATEDLY that this is part of my terms and conditions. This frustrated me because where does it state this? The adviser then dropped the fone in my ear when I kept asking her to explain to me how this possible therefore i dont not have a reference number. When reading my terms and conditions again it clearly states that FNB CANNOT ACT ON OR PROCESS MY INSTRUCTIONS UNLESS I HAVE ENOUGH MONEY IN MY ACCOUNT. It also says that if i need to exceed limits i have to arrange with them or visit the nearest branch.

So I go to the FNB Kenilworth branch thinking they can assist me! Firstly, I got a ticket number and waited in the queue, Secondly , Do you know that FNB, where i opened my premier cheque account, does not have a facility or department inside the branch or any branch (According to the consultant) where someone can assist you face-2-face with your premier cheque account queries.

The consultant at the branch then takes me to assist-fone they use in the branch for premier cheque account querries. The consultant Dials the number i need to get through to and chose the applicable options for me on the dial pad related to my querry. After waiting 45 minutes on hold to be assisted and for a call centre advisor to be available (I have photographic evidence of this) the adviser tells me that the wrong option was chosen by the consultant and he is going to put me through to the correct department and instructs which option to choose. Then I would have to wait for the correct call centre agent to assist me.

By this time I had already spent too much time at the branch and my lunch break had been over. No one could assist me. I have a chunk of money taken from my account with no explanation or solution and I am very frustrated, for even using my time to type this here..... because I need my money and i did not budget for R3000 to be out of my account.

FNB you have dissapointed me in so many ways.

Is there something I can do about this because I am pretty certain that FNB would just want to keep THEIR compliance side of things in order (Try and prove, as far as practicable, that they were well within their rights to deduct all this money from me) and not consider the extended harm done in the result of their actions, They do not consider the impact their outputs and the customers well-being. Monetary issues can put alot of strain one's stress levels, especially if you do not know how to go about getting your money back. I will also complete a negative customer satisfaction review and so will my partner because he stood next to me for 45 minutes waiting for someone to answer the line and he too banks with FNB. Can someone advise me how to get the ombudsman involved here? Is there a banking statutory body I can approach with this?