How Can I Help you ? BY SIMPLY LIVING UP TO THE SLOGAN AND YOUR VALUES AS FNB

<p> </p> <p>I Lazarus Mabunda (id no: ********** 428084) hereby request for assistance , On Sunday 02/08/2015 at 16:10 pm I went to OR Tambo FNB for assistance in order to transfer money to the dealer’s account to Purchase a car 2007 Ford fiesta for R55000,00.</p> <p>I was supposed to transfer money to CW Van WYK on this account: ********** 2085 instead I transferred it to : ********** 7085 and I then went back to FNB OR Tambo to report this matter at 18:33 PM..</p> <p>The Matter was reported to Refilwe Mokone who lodge a query for me and I even asked if the account which I transferred money to does exist and if the money is still there, and she said yes. So I ask her to reverse the money and she said that she needs to lodge a query and complete the reversal document and the query department will deal with it on Monday morning, however I will have to wait for 5-7 days for feedback.</p> <p> </p> <p>So the following day on Monday I went to FNB Kempton for assistance and I was told that the money is no longer on that account and the person who assisted me to lodge a query was supposed to block the money not to be used. They then send the mail to Themba the brunch Manager at OR Tambo FNB and referred me to him. When I got there Themba was looking at my Account he asked me how it happened and I explained to him that I was purchasing a car and I needed to transfer money to Mr. C.W Van WYK and I was told to link the account and do it via ATM. I asked for assistant in terms of linking the account and they assisted and advise as to how to transfer the money.</p> <p> </p> <p>Themba said he will call me of which he did not, I then called him later that afternoon and he said that he realize that the person who receive the money is in Durban and CW van wyk is in Pretoria.</p> <p> </p> <p>Furthermore they referred me to the Ombudsman, who then advised that the bank was not liable I should have checked the account number. Which I find utter ********** as I reported within the same day of the transaction whilst the branch was opened. This was service failure on their side as their consultant failed to follow SOP. This information was later confirmed to me recently when I went to transfer money and I was reluctant to use the same method of transfer as I used when I transferred the 55K for the car purchase. It was then when I advised the consultant on what transpired who then advised the SOP that was meant to be carried out by the consultant that assisted me when I transferred the 55k. She specifically said " THAT IS HIGHLY IMPOSSIBLE" for me not to get my money back after the channels I followed in quest to get my money back. Which i still haven’t received to date.</p> <p>furthermore the lack of feedback and sense of urgency i received from the branch was appalling and not customer centered, I have been a loyal banker for 8years and this is the treatment I received.</p> <p>The loan which they gave me, and i am now paying for money which i did not use and the bank pocketed the money for themselves. That is injustice and *****</p> <p>THE SLOGAN OF FNB IS "HOW CAN WE HELP YOU?" I have not recived this as customer of 8years, even if i was a customer for a year it makes no difference.. You have failed to live up to a simple slogan, what is it that you stand for?</p> <p> </p> <p>Your Group Values also read "I'm Helpful, I'm Effective, I'm Ethical, I'm Innovative, I'm Accountable." There has been no help that has been done by me, the consultant was ineffective, and the bank has not taken responsibility and accountability. I look forward to a reply and that you salvage this with Ethics and Effectively and you take accountability for your royal mess!!! Should i not get further help i will escalate this to Carte Blanche. </p> <p> </p> <p> </p> <p> </p>