Harrassment - "handed over" for a loan that no longer exists

On 28 March 2024 my Revolving Credit Facility was converted to a different loan account due to being placed under debt review. Since that date I have continued to receive app messages saying that I owe arrears on the Revolving Credit Facility and when I contact the call centre to query this no one is able to find the account.

In April/May 2025 I was sent an SMS saying I was handed over to legal. I contacted the number on the SMS and after being transferred 3 times I was assisted by someone in the legal collections department who said that they do not have my profile on the system for legal collections and the communications must be an IT error and she will escalate. Nothing came of that.

It has now reached the point where I receive 2 app messages every second day, the first one telling me I have arrears of R759 and the second telling me I have arrears of R828 for the SAME Revolving Credit Facility that I have been told no longer exists. There is no contact number provided on the message to query the arrears, only a button to make payment. If I click that button my app is opened and I am taken to my list of accounts where, not surprisingly, the account doesn't reflect as it was removed from my profile when it was converted to a different loan type. The regularity of the messages are bordering on harrassment at this point.

Today, 03/07 I received an SMS saying I had been handed over to legal (again? and for a new amount of R966 as well) for my Revolving Credit Facility. The same one I cannot find on my profile and have been told doesn't exist. I contacted the number on the SMS and the telephone call proceeded as follows: (09.32) Contacted number on the SMS Spoke to debt review centre as unsure which option to choose - unable to assist (09.33) Transferred to revolving credit - unable to find the account (09.34) Transferred to legal - unable to assist with revolving credit (09.36) Transferred back to the first number I called - choose generic option to speak to a consultant - after having a good look, consultant unable to find the account (09.45) Transferred to collections - unable to assist (09.46) Transferred to another department I cannot recall - unable to assist (09.48) Transferred back to the original number on the SMS - routed directly to a survey and disconnected

This inability to assist or escalate is entirely unacceptable. I am gobsmacked that it appears that the only way I am going to be able to resolve this is to lodge a complaint with the NCR because FNB are either unwilling or completely unequipped to resolve the issue.

The original Revolving Credit Facility cannot be found by the any consultant and I have formal communciation confirming that it had been converted to an alternative loan account - yet I am harrassed almost daily about arrears I apparently owe for an account that no one can trace.

How is everyone at FNB so *********** that they cannot figure out what is happening with this one account? Somehow I cannot be afforded the assurance that I will not be held to a legal consequence for a loan that cannot be found on the system. How is this ethical?