Lack in communication

In or about 2018, my account was changed to a Private Banker account, and my husband subsequently received a Spousal account with a 50% discount on the monthly fees. Somewhere along the line, this changed with no pertinent communication from FNB; the fees were just quietly adjusted, and then adjusted again.

My Private Banker brought it to my attention that the Spousal account (and accompanying discount) has not fallen away as we assumed. Since nothing on our accounts has changed, these changes should not have been effected.

This was brought to the attention of my husband’s Private Banker, Mamolewa Magagane, on or about the start of September to investigate. To date, there has still not been any clarity on why FNB has overcharged him all these years.

In the interim, Mamolewa also offered my husband the option to switch our home loan to FNB.

We are not happy with the level of service received.

We are still awaiting feedback as to why my husband has been overcharged on his bank charges. In this instance, we feel that it is only fair that FNB should reimburse him for all the months he was overcharged, or provide clear evidence of where these changes were agreed to.

I followed up with Mamolewa last week on the issue; she promised feedback the next day - no feedback.

Yesterday, my husband received a notification that he has been receiving “Family Banking” benefits, but upon investigation, it appears that my account does not qualify, and his bank charges have further increased - still no feedback from FNB.

Additionally: 4) The first offer for the home loan switch came back with an additional 5 years (and over a million rand) added to the bond. This is ridiculous! When flagged with Mamolewa, she said, “Yes, I don’t know why they did it like that, I’ll follow up with them.” Surely she could have checked this before sending it to the customer!? 5) The second offer received has no additional benefits to move, and if the increased bank charges are calculated, this cost would add up to an additional R120,000.00 over the next 15 years. Is this the best that FNB can come up with? 6) Feedback and communication from Mamolewa lack the level of service we expect from FNB.