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CN
CHRISTINE N

1 reviews | Active since Aug 2019

03 Jun 2020, 20:57

FNBs DISGUSTING TREATMENT & DELIBERATE AVOIDANCE OF DEALING WITH MY ****** MONEY... AND NOTE that I did not log it to OBBSA. See the email below from OBBSA confirming it.

FNBs DISGUSTING TREATMENT & DELIBERATE AVOIDANCE OF DEALING WITH MY ****** MONEY... AND NOTE that I did not log it to OBBSA. See the email below from OBBSA confirming it.

My complaints were logged with *** and ***

The following reference numbers represent my complaint, which I logged several times since 17th March 2020 until 29 May 2020... Reference numbers: ***, ***, ***, ***, ***, ***, ***, ***, ***, ***, ***, ***, *** and ***.

On the 17th March 2020... I walked into the Woodmead Branch and demanded to see the Branch Manager regarding my matter (see details below), but she was not able to meet with instead allocated a consultant to assist me and a complaint was logged through the consultant.

Yesterday, the 28th May 2020... I walked into the Woodmead Branch to follow up on my complaint and met the Consultant, who assisted me on the 17th March 2020. He then referred me to another Consultant... who seemed overwhelmed by my complaint and used one of the reference numbers to check on the update of my complaint and BELIEVE IT OR NOT ALL those complaints were closed without so much as a call or email.

I reported the matter on the 17th March 2020, 4th April 2020, 6th April 2020, 7th April 2020, 15th April 2020, 6th May 2020, 15th May 2020, 28th May 2020 and 29th May 2020. Some were even logged through Hello Peter...

Yesterday, the 28th May 2020... I walked into the Woodmead Branch to follow up on my complaint and met the Consultant, who assisted me on the 17th March 2020. He then referred me to another Consultant... who seemed overwhelmed by my complaint and used one of the reference numbers to check on the update of my complaint and BELIEVE IT OR NOT ALL those complaints were closed without so much as a call or email.

I reported the matter on the 17th March 2020, 4th April 2020, 6th April 2020, 7th April 2020, 15th April 2020, 6th May 2020, 15th May 2020, 28th May 2020 and 29th May 2020. Some were even logged through Hello Peter...

The 17th March 2020 and 28th May 2020 and 29th May 2020... were done through the Woodmead Branch. The complaint logged yesterday at the Woodmead branch was closed by the end of the day, yesterday and an all I received was an email and my matter was addressed incorrectly. And this morning, the Woodmead Branch called to confirm to me that they had logged a complaint ref **********. But when I told her that it was addressed incorrectly, she again logged another matter today (29th May 2020)... ref: ********** and nothing has happened as yet...

FNB has not even tried to investigate my matter, they have issued reference in an attempt to shut me up, but would close the matter with not so much as a call or an email. I was so angry, yesterday because even the consultants did not know how or who to call to address the matter. they would call their relevant and have their calls dropped... a situation I have encountered many many times.

I am disgusted by the treatment I received from FNB... TOTALLY DISGUSTED!

MY ACTUAL COMPLAINT and emails sent desperately asking for help! I initially reported my matter on the 17th March 2020 at Woodmead Branch and have received several reference numbers, but no feedback to date. My DESPERATE Situation:My salary was paid into my account on the 13th March 2020 and because it was BONUS it was R39 415.21 (screenshots attached from previous emails in response to Catherine's request).

13 March 2020 - debit Orders that were due from AFRICAN BANK LOAN & CAPITEC BANK LOAN to totaling +_R10 000.00, which left a balance of R29 257.76 @07:03, but according AFRICAN BANK AND CAPITEC BANK, both did non receive the payments. 16 March 2020 - debit Orders that were due from VW Finance, OutSurance, FNBLife & FNBFunerals, Captitec Credit Card, but only OutSurance, FNBLife & FNBFunerals debit orders were paid and VW FINANCE and CAPITEC CREDIT CARD were not paid. NB: this despite the fact that I had enough available funds for all Debit Orders. This has happened several times before despite the fact that I would transfer funds from my SAVINGS ACCOUNT to ensure funds are enough and available and safe.

NOW BECAUSE OF WHAT FNB HAS DONE, my credit profile has been negatively affected and 15TH & 16TH APRIL 2020, my debit orders were not paid (OutSurance, FNBLife & FNBFunerals and VW FINANCE and African Bank) because all creditors want their money and I cannot afford to pay them and I cannot afford to feed my family at the same time.

Honestly, what have I done to deserve this, FNB? Something **********ly is happening in my account and no one is helping me or coming back to me... FNB owes me a lot of money and yet I am without food or money during this #COVID-19 #Lockdown. I NEED URGENT ASSISTANCE WITH URGENT FEEDBACK. Thanks CHRISTINE NXUMALO

---------- Forwarded message --------- From: Christine Nxumalo <***********> Date: Tue, Apr 7, 2020 at 4:20 PM Subject: Re: ********** To: FNB Contact Centre <***********>, <***********>

Hi Catherine I hope you are keeping well and you are protecting yourself and family from the COVID-19. My response to your question below... I have attached the following documents, with the hope of giving you an overall picture of my entire complaint. Original Bank Stamped Statement (to illustrate the balance on the right hand side of both pages - so check balance vs the actual transaction);A copy of the stamped statement with notes (to illustrate my questions & confusion);Screenshots of my R39415.21 salary paid 13March 2020 @00:00;Screenshot illustrating the +_R10 000 difference between R39 415.21 @00:00 and R29 257.76 @07:03 and yet no Debit Orders were reflected;Screenshots of INCONTACT Messages of the Debit Orders "supposedly" going off my account;Transfers from/to my Savings Account (highlighted on copy of statement); Screenshots included which illustrate how the Woolworths transactions (R1812.95 and R155.94) affected my available balance X2 it appeared on my statement; and attached some proof my unpaid Debit Orders... African Bank has left messages and VW Finance has sent a statement and my Capitec Credit Card has been suspended as a result. I first filed a complaint on the 17th March 2020 after I printed and stamped the statement at Woodmead Branch... I even demanded to see the Branch Manager and the reference numbers I received then were... ref:********** and ********** I am missing between +_R19000 and +_R16000 from my account (taking into considerations the other transactions) and I really need to know how this happened and I need it back. It's the worst time for this to happen... no food and money during Lockdown with little ones recovering from pneumonia and my husband with a heart condition and no medical aid. It honestly could not have happened at a worse possible time... And unfortunately, this i not the first time, I have filed several similar complaints... where my DebitOrders were not paid and my money would go missing and FNB has never been willing to assist... it hurts, it hurts so badly. Please can you assist me, please. CHRISTINE NXUMALO

________________________________________________________________________________________

SEE EMAIL FROM OBBSA CONFIRMING THE FACT I DID NOT LOG THIS COMPLAINT WITH THEM:

Tamaren ten Oever Attachments Tue, Jun 2, 7:10 AM (1 day ago) to me

Dear Ms Nxumalo

Your below email bears reference.

Apologies for the misunderstanding, our office was under the impression that you were objecting to the assessment outcome with reference TTO***.

With regards to your below email, you can lodge a formal complaint against the bank in order for us to investigate same.

Our office can unfortunately not assist with the below complaint until a complaint is lodged against the Bank at our offices.

Please find attached hereto for your perusal our application form for assistance.

I trust you find the above in order and again apologise for the misunderstanding.

Take care and kind regards

Tamaren ten Oever Adjudicator Direct Line +27 11 *** Tel +27 11 *** Sharecall +***0 Fax +***4 Website www.obssa.co.za

Physical Address 34 - 36 Fricker Road, Ground Floor, Illovo, Johannesburg, 2196 Bizcommunity Ombudsman For Banking Services press office FFDA5087Ombudsman For Banking Services social media page

Disclaimer The information contained in this communication from the sender is confidential. It is intended solely for use by the recipient and others authorized to receive it. If you are not the recipient, you are hereby notified that any disclosure, copying, distribution or taking action in relation of the contents of this information is strictly prohibited and may be ********.

This email has been scanned for viruses and malware, and may have been automatically archived by Mimecast Ltd, an innovator in Software as a Service (SaaS) for business. Providing a safer and more useful place for your human generated data. Specializing in; Security, archiving and compliance. To find out more Click Here.

0
Replies (10)
CN
CHRISTINE N's update03 Jun 2020, 21:01
Reviewer Update
FNB's RESPONSE:
Customer Resolution Centre | 8:52 PM (8 minutes ago) | |
to me
Dear Customer, Thank you for logging your Complaint with us. Kindly note your Complaint reference number is ***. To follow up on your Complaint please contact us at *** / *** and quote your reference number. Regards, FNB Care Team Wed Jun 03 20:52:00 SAST 2020. This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
CN
CHRISTINE N's update03 Jun 2020, 21:14
Reviewer Update
FNB's 2nd response...

Customer Resolution Centre | 9:07 PM (1 minute ago) | |
to me
Dear Customer, Thank you for logging your Complaint with us. Kindly note your Complaint reference number is ***. To follow up on your Complaint please contact us at *** / *** and quote your reference number. Regards, FNB Care Team Wed Jun 03 21:07:06 SAST 2020. This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
CN
CHRISTINE N's update05 Jun 2020, 18:29
Reviewer Update
THIS IS AN EMAIL FROM FNB

***Inbox | x



FNB Contact Centre | Thu, Jun 4, 2:20 PM (1 day ago) | |
to me






Good day MRS CHRISTINE T NXUMALO

Please find attached letter explaining balance enquiries.

Regards,
Catherine

This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.

FNB ATTACHMENT SENT WITH EMAIL ABOVE:

Good day Mrs Christine T Nxumalo
Kindly refer to the below explanation regarding the transactions and balance on your account.
Your salary was paid on the 13/03/2020 and at this point your account was already on a negative
balance due to debit orders that were unpaid, and item paid with no funds. Thereafter R2000.00 was
withdrawn, before the account/funds cleared. On the 14/03/2020 a transfer was made to the
Savings account of R20000.00 and the funds were used from that account.
Please see below a breakdown of the account;

_ PURCH GAUTRAIN PARK T 70.00- 03/02 59.67-
_ INTERNET T ME 8.00 03/03 51.67-
_ INTERNET T ME 8.00 03/03 43.67-
_ INTERNET T ME 4.00 03/03 39.67-
_ #ITEM PAID 1 ITEMS ON 25.00- 03/03 64.67-
_ R020CC31P0 ME 6.61 03/04 58.06-
_ OUTSURANCE OT***9.87- 03/04 477.93-
_ MAGTAPE UNPAID 419.87 03/04 58.06-
_ #ITEM UNPA 04 100.00- 03/04 158.06-
_ AIRTIME TO AIRTIME 07 110.00- 2.50 03/13 268.06-
_ AIRTIME TO AIRTIME 07 5.00- 2.50 03/13 273.06-
_ ATM CASH ***0 2,000.00- 03/13 2,273.06-

= ===================== =============== ========= ====== ==============
_ FNECONDEM8 M8 PAY5341 39,415.21 03/13 37,142.15
_ CAPITEC *** 4,096.46- 03/13 33,045.69
_ AFBNK *** 5,902.93- 03/13 27,142.76

_ EDO COLLECTION ATTEMP 936.99 03/16 10,967.56
_ EDO COLLECTION ATTEMP 1,064.94 03/16

CN
CHRISTINE N's update05 Jun 2020, 18:44
Reviewer Update
MY RESPONSE TO CATHERINE FROM FNB

Christine Nxumalo <***> | 5:28 PM (1 hour ago) | |
to FNBDear Catherine (no surname)
Your response is unprofessional and lacks effort and ii is simply just lazy. My response: yes, my double "bonus month" salary was paid on the 13 March 2020 at 00:00 and yes, I did transfer R20 000 to my FNB Savings Account, but as an FNB Employee, you should know that no transactions can take place in my FNB Savings Account except for transferring to and from it into the FNB Cheque Account because that is how FNB designed it. But you knew this already, as an FNB employee and besides that, I sent you several emails on 7th April 2020 and 15th April 2020 and 21st April 2020 outlining my complaint with details such as Bank Statements, Screenshots of unpaid transactions, but clearly you are not interested in doing a proper investigation of my complaint... my incontact messages (dates and times) do not match my statement. The excuses I have received from FNB don't make any sense... even included trying to run behind OBBSA.The attachment you sent... makes no sense, if anything it shows that the 2 transactions were unpaid and yet there were funds in the account... see your attachment with my notes. I have also attached an excel spreadsheet with facts from my FNB INCONTACT messages and times... it clearly outlines funds missing and incorrect dates on statement.

CHRISTINE NXUMALOLife Esidimeni Family Committee MemberTel: ***
2 Attachments

CHRISTINE NXUMALO'S NOTES ON CATHERINE'S ATTACHMENTS

BELOW IS AN EXCEL SPREADSHEET... A RESPONSE TO FNB BY CHRISTINE highlighting the unpaid debit orders and the missing money.
| DATE | DESCRIPTION | AMOUNT DEDCUTTED | MONEY DEPOSIT FROM FNB SAVINGS ACCOUNT | MONEY DEPOSIT TO FNB SAVINGS ACCOUNT | UNPAID DEBITS | AMOUNT DEPOSITED | AVAILABLE BALANCE ACCORDING TO INCONTACT | TIME OF TRANACTION | MISSING FUNDS
| 13-Mar-20 | BONUS SALARY PAID | | | | | 39,415.21 | | 12:00:00 AM |
| 13-Mar-20 | Capitec Bank Debit (unpaid) | | | 4,096.46 | | | No incontact received regarding deductions, but a Difference of R10000 is reflected | 10,000.00
| 13-Mar-20 | African Bank Debit (unpaid) | | | 5,902.93 | |
| 13-Mar-20 | OTSTANDING FEES | 158.06 | | | | | 29,257.76 | 12:00:00 AM |
| 12-Mar-20 | FNB Fees | 110.00 | | | | | 29,145.00 | 8:11:00 AM |
| 13-Mar-20 | Woolworths Card Transactions | 155.04 | | | | | 28,981.00 | 10:36:00 AM |
| 13-Mar-20 | Woolworths Card Transactions | 1,812.95 | | | | | 27,168.00 | 10:40:00 AM |
| 13-Mar-20 | Cash Withdrawal | 2,000.00 | | | | | 25,168.00 | 10:46:00 AM |
| 13-Mar-20 | Gordon Harris Photos | 550.00 | | | | | 24,618.00 | 12:03:00 AM |
| 13-Mar-20 | | 300.00 | | | | | 24,318.00 | 2:25:00 PM |
| 13-Mar-20 | Transfer to my FNB Savings Account | | 20,000.00 | | | | 4,318.00 | 9:44:00 PM |
| 13-Mar-20 | DSTV Payment | 1,262.17 | | | | | 3,056.00 | 9:53:00 PM |
| 13-Mar-20 | Audrey payment | 1,350.00 | | | | | 1,706.00 | 10:14:00 PM |
| 13-Mar-20 | Capitec Bank Debit (unpaid) | | | | | | 1,706.00 | 12:00:00 AM |
| 14-Mar-20 | African Bank Debit (unpaid) | | | | | | 1,706.00 | 9:09:00 PM |
| 13-Mar-20 | Transfer from my FNB Savings Account | | 1,000.00 | | | | 2,706.00 | |
| 14-Mar-20 | Spar Transactions | 422.88 | | | | | 2,283.00 | 3:11:00 PM |
| 14-Mar-20 | Tops Tranasctions | 252.14 | | | | | 2,031.00 | 3:20:00 PM |
| 14-Mar-20 | Transfer from my FNB Savings Account | | 2,000.00 | | | | | 5:27:00 PM |
| 14-Mar-20 | Airtime | 149.00 | | | | | 3,505.00 | 7:00:00 PM |
| 14-Mar-20 | Shamiel Payment | 2,700.00 | | | | | 805.00 | 7:48:00 PM |
| 15-Mar-20 | | 260.00 | | | | | 543.03 | 9:17:00 AM |
| 15-Mar-20 | | 60.00 | | | | | 149.00 | 2:57:00 PM | 5,000.00
| 16-Mar-20 | Transfer from my FNB Savings Account | | 11,000.00 | | | | 6,003.00 |
| 16-Mar-20 | VW Finance Debit (unpaid) | | | 4,585.35 | | | | 12:16:00 AM |
| 16-Mar-20 | VW Finance Debit (unpaid) | | | 936.99 | | | | 12:16:00 AM |
| 16-Mar-20 | Outsurance Debit (unpaid) | | | 1,064.00 | | | | 12:16:00 AM |
| 16-Mar-20 | Transfer from my FNB Savings Account | | 2,245.00 | | | | 6,659.00 | 12:25:00 AM | 2,245.00
| 16-Mar-20 | Transfer from my FNB Savings Account | | 700.00 | | | | 6,659.00 | 12:32:00 AM | 700
| | Ntsatsi Payment | 700.00 | | | | | 6,659.00 | 12:34:00 AM |
| 17-Mar-20 | FNBFUNERAL Debit (paid) | 49.00 | | | | | 4,187.00 | 12:00:00 AM |
| 17-Mar-20 | FNBLIFE Debit (paid) | 2,402.00 | | | | | 4,187.00 | 12:00:00 PM |
| 17-Mar-20 | Transfer from my FNB Savings Account | 4,000.00 | | | | | 187.00 | 7:47:00 AM |
| 17-Mar-20 | | 37.00 | | | | | 150.00 | 7:48:00 AM |
| 17-Mar-20 | | 200.00 | | | | | 3,837.00 | 11:57:00 AM |
| 17-Mar-20 | Transfer from my FNB Savings Account | | 3,000.00 | | | | 6,418.00 | 1:58:00 PM |
| | | | | | | | 419.00 | 1:59:00 AM |
| | | | | | | | | 2:12:00 PM |
| | | 18,930.24 | 55.00 | 16,585.73 | | 39,415.21 | | | 17,945.00
| | | | | | | | | |
| | | | | 35,570.97 | | 20,484.97 | | |



















CN
CHRISTINE N's update09 Jun 2020, 16:35
Reviewer Update
Today is the 9th June 2020 at 16:28 and have not received any feedback from Catherine, FNB Contact Center since the 4th June 2020... when I received the above posted email, which was followed by my response on the 5th June 2020 discrediting her "not factual" explanation.

CN
CHRISTINE N's update12 Jun 2020, 09:08
Reviewer Update
FNB's response this morning, 12th June 2020.

FNB Contact Centre | 6:56 AM (2 hours ago) | |
to me






Good Morning MRS CHRISTINE T NXUMALO

Please accept my apologies for delay in response to your email.
I have escalated your email to a senior consultant who will be advising a way forward to resolving your complaint.

I will keep you posted soon.

Regards
Catherine

This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.




CN
CHRISTINE N's update12 Jun 2020, 09:12
Reviewer Update
My response to FNB's

Christine Nxumalo | 9:11 AM (0 minutes ago) | |
to FNB
I appreciate your response, Catherine...


CHRISTINE NXUMALO
CN
CHRISTINE N's update20 Jun 2020, 22:10
Reviewer Update
Today, is the 20th June 2020 and I received this message from FNB on 18th June 2020... from *** ... ref no. ***

| ***Inbox | xFNB Contact Centre | Jun 18, 2020, 8:52 AM (2 days ago) | |
to meGood day MRS CHRISTINE T NXUMALO

I have tried to make contact with you on *** but unable to get hold of you.

Please may you provide an alternate number for me to make contact with you.

Regards,
Catherine This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
CN
CHRISTINE N's update20 Jun 2020, 22:14
Reviewer Update
This was my response to Catherine from *** on the 18th June 2020...

Christine Nxumalo <***> | Jun 18, 2020, 4:21 PM (2 days ago) | |
to FNBI did not register any missed call, but you can contact me on ***... tomorrow,19 June 2020.
ThanksCHRISTINE



CN
CHRISTINE N's update20 Jun 2020, 22:17
Reviewer Update
Today, 20th June 2020,,, I the following message to Catherine from FNB (***)... I hope, I get a clear an precise response.

Christine Nxumalo | 10:02 PM (13 minutes ago) | |
to FNB






Evening, Catherine

I did not receive a call on Friday, as per your request for an alternative number.


Please can you send me an email instead or give me a specific time and date when you will be calling because I need to know what steps I need to take next, as this matter has been ongoing since 17th March 2020 with no direction and because this has put me in financial distress because I am now forced to make additional payments because of the debit orders that were not paid on the 15th and 16th March 2020 and yet there was enough funds in my account and even when I had double my salary was paid.

I need to know what happened to my money (for unpaid debit orders & my extra salary).

Regards


CHRISTINE NXUMALO