FNB Stole R3000 from me.

FNB has stollen almost R3000 from me, and refuse to acknowledge it despite originally acknowledging it in 2 separate calls to their 'service desk'.

I'm currently under debt review. On the 6th of July, 2023, a payment of R12,550.56 was made by the payment agency (IPDA) to the loan account. However, as the amount paid was around R3000 more than the outstanding balance, the account went into excess. I contacted the FNB Debt Review Contact Center, and asked them to transfer the surplus funds to one of the other FNB accounts under debt review. The agent I dealt with informed me that they could not do this, and would need to be instructed to do so by the debt review company. I then subsequently requested the debt review company to do this and they sent the instruction as requested on the 11th of July.

On the 19th of July, FNB sent me a paid up letter for the account, and the account was removed from my banking profile. The surplus funds were never transferred as instructed, and simply disappeared along with the account from my profile.

I then contacted the FNB Debt Review Contact Center again, enquiring what happened to the surplus funds. The agent told me that they can't do anything without a proof of payment. As I do not make these payments myself - it is made by the payment distributor (IPDA), I don't have access to these proof of payments. I explained this to the agent but she insisted on getting a proof of payment.

I asked the debt review agency to please send this information through, which they did on the 3rd of August. FNB simply ignored this.

So, FNB, where did the money go?