Horrible service, FNB merchant services = Theives

FNB merchant services customer service (or should I say lack thereof) has got to be the worst I have experienced thus far.

On the 21st of April 2018 I had an amount of R6406 deducted from my business bank account. I immediately phone FNB on the 22nd which was a Saturday and because it was an internal debit i.e. from a different department within FNB they were unable to tell me reason fo r debit or help me as it was the weekend. I asked them to escalate as the debit put my accounts into arrears and I was charged penalty on top of that. On Monday, the 23rd i received a response as follows from remedy work flow and merchant services.

Dear Sir/Madam

We refer to the financial query logged (INC ********** 27491) for the Damaged Device and are pleased to inform you that your query has been resolved successfully and we have Debit merchant R6,406.65 for damaged device , this will reflect within 2 – 3 working days.

Regards,

Financial Service Operations FNB Merchant Services

_ FNB ACQ 6,406.65- 18.16 04/20

I understood from this email that merchant services charged me for a s****ped device erroneously and the amount will be back in my account within 2-3 days. Apparently i was completely wrong coz when i followed up on funds a week later the explanation i got was that i was the merchant and merchant services will receive their money from me within 2-3 days? I mean really, the money was taken out of my account on 21st so merchant services had it immediately and then i get sent an email saying they are pleased to inform me that my complaint was resolved successfully? What misleading communication.

On the 2nd of may I called again and was told i received a mail regarding a speedpoint machine that was damaged. I asked for the mail to be sent again as i didnt receive it which they duly it. On the e-mail No details as to when the machine was picked up or replaced or for what reason but rather that an inspection on the 27th of feb revealed water damage and could not be repaired thus a charge will be levied to me.

Upon investigation with my managers i was informed that in November of 2017 the digit 3 on our machine was sticky, (mind you this was never a brand new machine but rather a very old one that didnt even have the tap and go function). The technician who came out informed my manager that they will have to replace it as its an old machine and he gave us an updated device that had a tap and go function (by the way the current machine is a 2012 model), not sure how much older the other one was which is the point in contest.

I asked for explanations as to why something collected in November is inspected in feb. The integrity of the chain of custodianship is in question already and for me to be billed for an old machine that would normally have wear and tear is preposterous. to add insult to injury, another R488 was deducted from my account from merchant services in May with no explanation again.I was asked to escalate the matter which i did on the 15th of May and again on the 18th of May, only for all my e-mails to date be ignored.

The choice to use FNB merchant services is the clients and i do not wish to use them anymore. I want a resolution to this problem and it seems that only helopeter complaints gets response. So please get back to me and resolve this issue immediately by returning all unauthorised funds deducted from me.