FNB - What do I have to do for you to help me?

1. I contact FNB Wealth to close my account - Jan 2022 2. I receicve this email from the Weath Service Suite 10 Jan 2022 - this I have been told in WRITING needs to be done in order to close the account:

Good day

I trust this email finds you well.

Thank you for allowing me to assist with your query on an account closure.

Kindly note that we received feedback from the relevant department and they advised the following:

There is currently an overdraft facility on your account which needs to be settled. The amounts required to settle is R****X

Please do advise once settled so we can proceed with closure. 3. I am AWARE that the quote was valid for a day. I was and AM more than happy to settle the overdraft amount and then close the accoount AS INSTRUCTED IN WRITING BY THE BANK 4. 18 Jan - ***** activity on my account. I explained I would like to close it however due to me needing to cancel my card and block my profile I have no access and cannot pay the settlement amount AKA outstanding overdraft amount ONLY (refer to point 3 above) 5. 24 Jan I contact the consultant again stating I would like to asettle and make payment that day. 6. 25 Jan I receibe this email as I have now requested once again to close it:

Good day

I trust this email finds you well.

Thank you for allowing me to assist with your query for account closure.

Kindly conatct our collections team for further asisstance

6. Now I was confused a sthis consultant was assisting me. Again, referred me to the collections team and explained that the settlement amount AKA overdraft amount owed may have changed

7. I now contact collections who inform me taht I owe an additional FEE not just an increased amount. 25 Jan - I contact the consultant at the Wealth Suite I have been dealing with. I explained I am struggling to close the account. I then add I was now informed (after days of silence from this consultant and me needing to call the Suite directly) that I now in addition owe a PRO-RATA account fee. I had paid my monthly fee at the beginning of the monht. This 'pro-rata' fee was NEVER communicated in the initial email which had direct instructions on how to close the account. The email I sent to this consultant is below:

I am struggling to pay and close.

I am now told I owe a pro-rata account fee.

I was never told this by FNB. As you can see below in the email you sent me that the amount I owe is R***.XX - You wrote that once this is paid we can close the account. I have been told the total I now owe is R***.XX and RYYY.YY

I cannot nor will I pay this pro-rata fee. I was told and instructed to pay the R***.XX - You then stopped replying to my emails.

Kindly assist.

6. I contacted the team telephonically and the Social Media team. I explained I fully respect and understand that the initial overdraft fee amount could change and I am happy to pay that fee however I wasa NEVER told a pro-rata would apply.

7. Retail Banking contacted me. I then kindly asked for this to be reoslved before month-end (Jan) to avoid anymore fees. This did not happen

I have literally been bounced around FNB and nothing has been done. This is now dragging on and I am expected to cover additional fees.

All debit order were moved weeks ago and I was happy to pay and settle. Yet. Here I am. Again. Complaining.

I would like someone high up to get in contact with me as nothing is happening. I am being treated poorly and I am simply horrified with how the establishment is operating.

KR,

Dani