FNB – When “How can we help you?” falls short

I rarely take matters public, but after exhausting all formal channels, I feel compelled to share my experience. After being retrenched, I instructed FNB to stop all future debit orders. Despite this, the bank processed and then reversed a debit of approximately R23,000, an error they have since admitted. This mistake had serious consequences. It caused my insurance policy to lapse, which led to the rejection of a valid claim and significant financial loss. What is most concerning is not just the error, but the response thereafter. FNB has offered R5,000 as a “goodwill gesture” and requested that I waive my rights to any further action. This, despite acknowledging their role in the events that led to the loss. The matter is currently with the Banking Ombudsman, but progress has been extremely slow. As customers, we place trust in financial institutions to execute instructions accurately, especially during vulnerable times like retrenchment. When that trust is broken, accountability should follow. I remain open to resolving this matter amicably, but a fair and reasonable outcome is essential. Has anyone else experienced something similar? #FNB #CustomerExperience #Banking #Accountability #SouthAfrica