Formal Complaint Regarding Unauthorized Debit Order and Poor Service

Dear FNB Complaints Team,

I am extremely disappointed with the level of service I have received regarding an unauthorized debit order being deducted from my account on a monthly basis.

When the debit order mandate was presented to me, I accepted it in error as I had recently taken out a new policy and believed the mandate related to that policy. At a later stage, I discovered that the debit order was for a different policy that I had not intended to authorize.

Upon identifying the issue, I immediately contacted FNB and was advised to complete an affidavit and submit it at my nearest branch. I comp**** with this instruction and submitted the required documentation. However, despite doing so, the debit order continues to be deducted from my account every month.

What has made matters even more frustrating is the lack of assistance I have received through the FNB Banking App. Each time I attempt to follow up on the matter, I am transferred from one department or consultant to another, with no clear resolution or accountability. To date, no one has been able to provide me with a satisfactory explanation as to why the debit order is still being processed after I followed the bank's prescribed dispute process.

I request that FNB urgently:

Investigate why the debit order remains active despite my submitted affidavit. Stop any further unauthorized deductions from my account. Advise on the process for recovering the amounts that have already been deducted. Provide a written response outlining the outcome of the investigation and the steps being taken to resolve this matter.

I trust that this complaint will receive the urgent attention it deserves and that a resolution will be provided without further delay.