FNB- Worst Service Ever

This is really the worst service ever!! Even their complaints dept has not contacted me or resolved my issues. Since the 29th of July I have been struggling to get FNB to reverse 2 debit orders that were supposed to be reversed back into my pvt cheque account and taken of the Covid 19 Relief fund. The only answer I got is that the matter has been “escalated”. The matter has been escalated 4 times already but still not resolved, no one has contacted me with any feedback or solution to this problem.

On 29 & 30 July 2020 I contacted a banker via secure chat and reported the issue. I requested the debit orders to be reversed and taken off the Covid Relief fund. The banker informed me that the issue has been escalated to the Covid Dept.

On 3 Aug 2020 I contacted the private clients call center and reported the matter again. The agent I spoke to told me that I don’t have an extension of the Covid Relief fund. She advised me to contact my pvt banker Mr Moloto. I send him five emails including the proof that my application of the extension of the Covid Relief fund has been approved on 16/7/2020.

On 4 Aug Mr Moloto confirmed that the query has been “escalated” to the Covid Dept and he’s awaiting feedback from them.

On 7 Aug I requested feedback from Mr Moloto, no response…….. I even tried to phone Mr Moloto (which is now my private banker) on his cell phone, he just does not answer. I send him 7 whats app messages, no response. Not sure what the function of a pvt banker is, but i was under the impression that it is to assist customers with queries and problems.

On Friday 7 Aug I again contacted a banker via secure chat. After I was cut of 4 x times, and spoke to 3 different bankers, (Boitumelo, Melody & Johannes) I was only told the matter has been “escalated” on the 5th of August only and it will take 48 hours for the money to be reversed back into my account.

On 11 Aug 2020 I again phoned the Pvt clients contact center, only to be told again…”the matter will be escalated” .

Now I’m not sure how many times the same complaint must be escalated before something actually happens!! This is really ridiculous and so unprofessional.

In June i also requested my account to be downgraded to a normal Premier cheque account due to the high service fees that i was being charged, and not getting any service in return. This i also requested 3 times on the secure chat, but was not done and the service fee of R399 went off another month. (Not sure what service i am being charged for because there is no service!!!) i logged another complaint and on 23 July Bonginkosi assured me that he has requested the banker responsible to urgently downgrade the account and reverse the fees charged. The request reference is CAS-***-B3W3Z1. Up to this date, this has also not been done. On 8 Aug i was charged again the service fee of R399.00 plus a Value Added service fees or R24.30 Plus another Service Fee of R98.10. a Total amount of R521.40 service fee but no service in return!!!

Im not sure what more i have to do, how many more phone calls, secure chats or emails i have to send to get this "bankers" to do their job. This is the most *********** organization i have ever dealt with in my life.

I even logged 2 complaints with FNB's complaints center, no response. This is the worst bank ever, i will never recommend FNB to anyone.