How can we disappoint you today?

Please refer to the issue submitted on 07 Jul 2020, 09:22.

I requested COVID-19 relief and then cancelled it after realising how it works. After hearing nothing for weeks, I assumed that the cancellation got lost somewhere. I then just accepted that cancelling the relief isn't an option anymore because dealing with FNB's support via that horrible secure "chat" is the worst experience anyone could ever have. I can have more constructive conversations with rocks.

Then, out of the blue, the COVID relief was cancelled, after a whole month and without any communication whatsoever. I had to submit multiple tickets and reviews to figure out what the hell was going on. After receiving my final support call, with the lady clearly informing me that, 1) everything was now resolved, and that 2) FNB does owe me anything and I don't owe FNB anything (go and listen to the recording) I thought that the ordeal was over and done.

Guess again! Not at FNB. Here at FNB, we make sure to cause our 'premiere' client as much grief as possible.

This week I discovered that I am R7000 in the minus on my cheque account. These deductions, again, have critic labels that I don't understand. Also, as you guessed it, no communication regarding these deductions.

I gather the strength to attempt a secure "chat" with FNB. I genuinely have no words for how unbelievable bad the communication s****s of these agents are. Oh my word, it is **********.

This time around, I find out that, because of some admin issue with WesBank FNB had to take the debts covered by the relief fund, which I didn't want in the first place, directly our of my cheque account. Again, no communication, no warning, only "you are in arrears and need to pay urgently."

How on earth is this okay? Where should I randomly get R7000 to pay for the mess that FNB made?

Even better, the lady on the chat's insight was that "perhaps I should speak directly to the debt relief department". Nothing like, "let us try and make a plan as I can see that there was an issue with your COVID relief cancellation". That would be waaaaay to customer-centric.

Nope, instead, you get a hard cold "can't help, call this number". That is the default response via the secure.

I want someone to call me and give me options. This whole thing has been one big mess, and I expect FNB to at least assist me with a solution as I cannot just pay R7000 out of the blue.

I wonder how FNB will disappoint me next.