How can we NOT help you??

I cannot believe how impossible it is to close an account at FNB. It was extremely easy and quick to open one, which anyone can do, but closing seems to be a whole different matter. I have been trying since 5 August to close my account BEFORE my debit orders that I am unable to change went off.

Well the chat facility took so long that I had to give up, I couldn't phone as I don't have airtime (although they seem to think everyone has unlimited airtime) I sent an email to customer services as well, bearing in mind time is of the essence as I wanted the account closed immediately.

6th August comes and goes and no response from anything so I eventually on the morning of the 7th send a complaint thing as there was no other title to give it considering I definitely wasn't complimenting anything and it was most definitely NOT a suggestion. On the form I indicated that I wanted to be contacted by email as I am not allowed my phone at work, explained that I wanted my account closed immediately etc.

Well I eventually got a response, one of their consultants CALLED me, I said I don't understand why you're calling me as I indicated I wanted to be contacted by email, she said oh she didn't see that. Very politely I explained that I wasn't happy with their service and I wanted to close my account immediately as I currently had a zero balance and I had debit orders I was unable to change. She told me she would escalate my complaint. I explained I didn't want any complaint escalated I just wanted the account closed.

A long time later after my debit orders had all bounced incurring bank charges of course, I got an email stating that I have to go into the branch to close the account. Now during the call I got at no time did the consultant say anything about me having to go into the branch. I emailed back to say that I am high risk and I am not leaving my home unless it is an emergency and I didn't see this as a good enough reason to put myself at risk of contracting Covid.

During all of this I get sms's stating my account is over R1300 overdrawn and I must pay this immediately. If I go into my account it is R300 or R400 overdrawn which is of course the bank charges for the debit orders that have bounced, which is exactly what I wanted to avoid.

I then got an email to say that I then need to send a copy of my ID and to close the account. I took a photo of my ID and a note saying I want the account closed immediately, and sent this before the 7th of September wanting the account closed before the debit orders bounce a second time.

I now start getting sms's on a daily basis that my account is now more than R2000 overdrawn, which of course it isn't again it's bank charges.

I got an email on 9 September (again after the debit orders have bounced) saying that there is a debit balance of R657.88 that needs to be paid before they can close my account. I responded on the same day to say that I have been trying since 5 August to close this account before ANY bank charges happened and they are so *********** and useless that it has now been two months and they still haven't closed the account. I will not be paying any bank charges either.

I haven't heard another word and its now the 15 September and the account STILL isn't closed.