LEGACY OF INCOMPETENCE FROM FNB INVESTMENTS - DRAW IS 14 DAYS LATE

The saga continues. I operate a 7-day call account (Investments Department FNB) under power of attorney on behalf of the executors of the estate of my late mother.

Notice of a large draw to be paid for one of the beneficiaries was placed on 30 June for the 7 days notice period. According to the bank's own rules, the amount should have been paid across by the 6th July. That was 14 days ago and the amount is still being held "Pending".

I am hugely annoyed and frustrated by the VERY unhelpful investments call centre with an automated IVR menu - exactly which button to press is unclear - and despite TWO complaints on the Bank's website platform I am no closer to getting this matter resolved.

An operator has call me three times from FNB in response to my complaints but each time it has been at a time I have not been able to take the call.

A voice message is left with the call centre return number, which again takes me to the IVR and having to explain everything again to someone who does not have a clue.

WHY NO REFERENCE NUMBER TO MY COMPLAINT? Have my written comments to the Complaints Department not been logged? WHY CAN THIS NOT BE RESOLVED VIA EMAIL? Why have they not released the funds? SURELY THE SAID OPERATOR AT FNB INVESTMENTS NOT HAVE THE HINDSIGHT TO REALISE THAT I CANNOT GET THROUGH BY PHONE? Why is there no routine follow up? Surely some kind of flag should have been placed on my complaint at the relevant department?

All in all it is appalling since it is our money that they are abusing.