Is the FNB COVID Debt Relief Fund even legitimate ?!?!

Where do I even start...? FNB’s COVID Debt relief fund is a great idea, but I’m starting to believe that’s all it is! So far it’s just taken and taken from me, getting me into unnecessary debt and accepting no responsibility for their shortcomings.

After an exasperating number of calls and physical visits to the bank I have been unsuccessful in clearing up this issue and sincerely hope that this, my last resort, will clear up the issue before I am forced to escalate this matter to the banking authorities / ombudsman.

I originally app**** for the COVID Debt Relief facility in April 2020 directly after my retrenchment. This was paid out and for the three months, this facility covered my loan amounts, which I was very grateful for.

However, when the time came to renew my loan terms for the additional three months, I completed the paperwork, accepted the terms / quotation and was told by the bank that my application had been successful (as I am still not working yet). Then, when my UIF had paid out, not only was i charged for my COVID Loan repayment, but also charged for my existing loans! The new amount reflected on my account as extended, but my debit orders still went off for TWO months!!! (August & September). Upon calling the bank, countless times, not one agent was able to supply me with a case number, with the result that this never happened, but I was assured that the reversal would take between 3-5 working days or 14-21 working days, respectively (this is notwithstanding the other many conversations and empty promises made to me by the agents / bankers).

I actually don’t know what to do anymore, because no one at the Branch wants to help, the call centre agents have absolutely NO CLUE what’s going on (they all give me a different story and have zero recollection of the plethora of calls made regarding this incident) and there is dead air from the COVID relief department.

If I don’t get this resolved by the end of the week I’m taking it to the banking ombudsman. The system is failing us and no one seems to care about the fact that while we can’t work (I work in the international tourism Industry) the bank leads us further into debt and has no recall for any repercussions on their CLIENTS.