Formal Complaint: Urgent Resolution Required for Business Credit Card Account – Service Failure

I am writing to express our serious frustration regarding the disgraceful level of service we have received from FNB in connection with our Business Credit Card account. As business clients, we are shocked by the complete breakdown in communication, accountability, and support from your institution.

We have not received any statements for our business credit card account for months. This lack of transparency has made it impossible to manage the account responsibly. Meanwhile, funds have been deducted by a Business Control Account, without explanation or clarity on how these payments were being app****.

Despite multiple attempts to get assistance via the FNB contact centre, we were repeatedly transferred between departments, placed on hold for over an hour at a time, and ultimately received no answers. Only after these efforts did we discover—with no prior notification (that we were able to receive) from FNB—that our credit card had been handed over to collections.

We then visited the branch, where our business consultant Mpho attempted to assist. We witnessed firsthand how even he was transferred from one department to another, unable to reach anyone with authority or relevant information. We left the branch with the issue unresolved.

Subsequently, we were sent a letter from the Collections Department—password-protected, with instructions to use our account number to open it. This did not work. We again contacted your call centre, only to be failed once more. The Collections Department could not locate our credit card account, then redirected us to the Legal Department, only to be told there was no direct contact number. This is entirely unacceptable.

The only person who went out of their way to assist was our business consultant Mpho, who helped us to finally open the letter at 21h00 in the evening—far outside normal working hours. His commitment and assistance are commendable and, quite frankly, the only reason we have made any progress at all.

This entire ordeal stems from FNB’s complete failure to communicate. We received no alerts, no statements, and no opportunity to resolve the matter before it was escalated to collections.

We demand the following urgent action:

Immediate reopening of our Business Credit Card account so we can recover and manage the account appropriately. A full set of statements and transaction history, including details of all deductions from our Business Control Account. A readable, non-password-protected version of the collections letter and any related correspondence. A full explanation and accountability for the communication failures that led to this situation. A formal confirmation of measures being taken to ensure this does not happen again.

Should this matter not be resolved within 48 hours, we will begin the process of moving our business to another financial institution and escalating our complaint through relevant regulatory channels.

We trust you will now treat this with the urgency it requires.