FNB sent my personal information to a random person!!

I had the most horrible experience with FNB yesterday. I used their secure chat.

I phoned last week requesting a paid up letter for a bond that was cancelled in order for me to give this to my HR department to stop the debit order for the bond. I confirmed my e-mail address over the phone with the operator. I did not receive this letter within 48 hours as promised. I then used their secure chat yesterday to request it again and to also enquire what will happen now as the money was now already subtracted from my salary by my HR and the money paid to FNB. First of all I was transferred 7 times to 7 different people. In the midst of this I was called a wrong name as well, so clearly they thought they were talking to someone else...secure chat not so secure.

When I finally spoke to the right person, I was informed that the letter was sent, but the e-mail address she then gave me was not my e-mail address! it was not even close. This despite me verifying it with the agent over the phone. I have had this account now for 20 years and the bond for 12 and my e-mail address has never changed. So they sent a letter with all my confidential information to someone else!! No apology, no explanation, no recourse, no info on what they will do now, just another message to say they will resend the letter to my correct address and it will again take 48 hours.

I then asked what now about the money that was subtracted from my salary. I was informed that I need to speak to my finance department as the account is closed and the money will just be sent back. My finance department will now fine me for this transaction. This despite the operator assuring me last week that should this happen, then FNB will just refund the money paid to them to my cheque account. I now do not know if I will ever see that money again! We are always told to be so careful with our personal information and to be aware of ****mers and to ensure that our information is safe, but then FNB goes and sends an e-mail with all my personal information with some random person. I suppose that if I now get de*****ed it will somehow also be my fault and that I will have to sort out their mess the same as I am now having to sort out the mess of money now being just "lost in the system".

Exceptionally poor customer service! Seriously considering investigating moving my accounts.