Inaccurate credit reporting, deliberate non-response, and complete failure to resolve a legitimate consumer dispute.

FNB incorrectly reported a missed payment on my credit profile, which caused my credit score to drop by 12 points. I immediately raised this for correction and was assured that a query had been logged with the relevant department.

Days later, I received feedback from Martin Sabole which was completely unrelated to the issue I logged. The response had nothing to do with the incorrect missed payment or the credit bureau reporting error.

Since then, I have:

Sent multiple emails to Martin Sabole

Sent multiple emails to Patricia (RBCP Resolutions)

Followed up consistently for over two weeks

Made follow-ups on Twitter/X

Sought assistance from Vhuedzani at the Clearwater branch, who also tried escalating the matter internally

All of this resulted in zero resolution, zero feedback, and zero accountability.

For over two weeks, my emails and follow-ups were completely ignored. Only today after I threatened to escalate this matter did Patricia finally call me, only to state that she ignored my emails because the matter was “out of her hands.” and should be resolved by Martin Sabole

This is unacceptable!!

On social media, I receive such responses: “Apologies, someone will contact you” yet no one ever does.

Martin Sabole continues to ignore my emails. Patricia ignored my emails. The internal process is broken. Branch escalation failed. Social media escalation failed.

This constitutes:

Inaccurate credit reporting

Regulatory non-compliance

A breach of consumer protection obligations

A direct violation of my rights as a consumer

Failure of internal dispute resolution mechanisms

This is not just poor service, it is a compliance failure.

Due to FNB’s conduct, I have closed all my accounts and moved to another bank. However, if FNB believes that I will abandon this matter through deliberate silence, avoidance, and non-response, that expectation is completely misplaced.

I am demanding:

Immediate correction of the incorrect missed payment on my credit profile

Written confirmation of the correction

Formal escalation to compliance and credit bureau reporting governance

Accountability for the handling of this matter

This is, without question, the worst customer service experience I have ever had with a financial institution.

FNB’s handling of this matter reflects a complete disregard for compliance obligations, regulatory accountability, and customer protection standards.

I will continue escalating this matter until it is resolved!!