********** DEBIT ROYALMAR**** COUPLED WITH USELESS ASSISTANCE FROM FNB!!

There was an unauthorized and ********** debit order on my account from ROYALMARK. A quick search on line about the company returns ALERTS about their ********** debits across all banks. Question 1: WHY HAS THERE NOT BEEN A REDFLAG ABOUT THIS ****** *******S THAT ARE *****ING FROM US!!!!

I then called FNB Premier Suit - FIRST THE MADE ME HOLD FOR A LONG TIME, THEN I GET THE WORST AGENT EVER!!! And mind you when one upgrades to this ****, we are promised elite attention to detail. But, I have never felt so disappointed in FNB, and this is after being with the bank since I was a teenager.

So I continue with the agent named Lerato Mokhele, who somehow could only assist me if I was using the banking app. I told her I cannot connect to the internet while on the call, but hey "she has done many times". Eventually maneuvered my way via online banking to get to the point of stopping this debit order, and managed to do it. Followed through to the dispute screen where I got an error message that it cannot reverse the Debit order. I even tried it on her app, and gave me an of SERVICE UNAVAILABLE. Can this be sorted out so I can reverse this debit order please.

Now the other reason I am here. I do not like to complain on this platform, but this is the only place where we get listened to somehow.

1. Our Security As this Royalmark is already a redflag on Google, I do not understand why this company has not been unvestigated, or blocked from accessing our accounts. I asked Lerato if it would not be possible to allow me to verbally or in writing confirm any debit order that I have authorised myself, and for the bank not to allow others that I have not. She forced it down my throat that she personally received sms' that confirm any debit that goes on her account, in which, I have never ever received such an sms in my time with FNB. Only when I input a recipient myself online.

2. The Lack of Knowledge from your staff There was a time I would be raving about the assistance I would get when I call an FNB call centre, I have to say, lately, you staff has lost their way, the few times I have called this year has come with disappointment across the board. The level of competence is decreasing, and it seem you have more people that speak good English than the know-how. She really only wanted to help only if I am using the App. Go through the call if you want.

3. ********** Debit. I would like to assume that we as customers we are valued enough not to get taken for a ride. I have never dealt with this Royalmark and expect that when I log a complaint with the "person that is taking care of my money for me" there is will some sort of attention to detail to assist in this type of thing not occurring again. But I am told, if I do not use the app, I can get charged for something I only find out about when I look at my statement. The worst is that, these *******s can come with another name, and amount and still be able to access my account. This does not give good security. It could have been more than just R115, and it seems the bank would not be able to do anything to stop this, even after this complain.

4. Lerato She should go through the call. We need to be as good as we can in everything we do. She did not know here T&C, the screens that I was looking at, etc. At some point she wanted me to read a full page of T&Cs for her. We cannot work like this. I can only hope she gets better at this.

TO SUM APP. 1. Can I please get a way to make that this type of thing never happens again. Some sort of a protective mechanism from FNB. 2. The request for a refund of the debit returns an error message on both the FNB App and OnLine Backing platforms. Please check for, I do not want to wait for too long to reverse this amount. 3. For FNB to get where it is now, there used to be a very high level of competence with the assistance we used to get, before there were apps. The deterioration in quality of service is increasing at an exponential rate. 4. For the first time in my stay with FNB, and after holding your security and precautionary measures in such high regard, I feel it might be time to move to another bank. I FEEL EXPOSED.