FREQUENT HOLD ON REVOLVING FACILITY

I am writing again to formally raise my dissatisfaction with First National Bank regarding the repeated freezing of my revolving credit facility — particularly at critical times when I urgently need access to funds. Over the past six months, my facility has been frozen on multiple occasions, including two days ago and again in December (with possibly earlier instances I cannot precisely recall). Each time, this has occurred without prior notice. When I enquired, I was informed that the freeze was part of a “positive identification” process. If this is indeed a security measure, why am I not notified in advance to prevent the significant inconvenience that follows? Most recently, I had transferred funds from FNB to Absa Bank via a standard banking transfer. I urgently needed access to my revolving facility to retrieve my laptop from repairs, as I had classes the following day. Due to the hold placed on my account, I could not access the funds. This caused serious disruption on my first day with Henley Business School, as my work laptop does not permit Zoom access due to company policy. The situation was both embarrassing and entirely avoidable, let alone the wasted petrol driving around “during school hours” trying to get funds to secure my laptop. Additionally: I incurred an unpaid debit order as a direct result of the facility freeze. I am now being charged administration fees for that unpaid debit order. I have repeatedly had to escalate matters publicly on social media before receiving meaningful assistance. Numerous prior complaints logged directly with FNB appear to have yielded little to no preventative improvement. In past cases, only after escalating to the Ombudsman has the bank acknowledged fault and engaged constructively.

Furthermore, I recently discovered that my eBucks rewards for Tracker Connect were only credited from October last year, despite being a Tracker client for nearly three years. When I queried this via chat support, I was informed that rewards were only app**** from September 25 and that I should follow up with Tracker. This response is confusing — FNB administers the eBucks programme, so why am I being redirected to a third party to resolve what appears to be a programme administration issue?

This pattern reflects:

A lack of proactive communication

Poor internal resolution mechanisms

Financial prejudice to me as a client

Repeated inconvenience requiring external escalation

I request:

A full explanation for the repeated facility freezes. Reversal of all fees relating to the unpaid debit order caused by this incident. A clear explanation regarding my Tracker eBucks eligibility and correction of any shortfall. Assurance that preventative measures will be implemented to avoid recurrence. I expect a prompt and comprehensive response