LOAN ACCOUNT

I had a loan with FNB last year and in December they did their early debit and I went for reversal of the money at the menlyn branch. after couple days I decided to settle the loan which was ending july 2015. I called in to request a settlement letter and they sent me the letter after I did all the payments knowing that my loan is been closed. on 28 February 2015 I was debited from the personal loan on my surprise. I went to the bank and they told me someone didn't do his job of closing of my loan that is why the debit order went through. they promised that they will refund me and close the loan after send me a payment letter. after 8 days I didn't receive anything and went to the bank again after then I was told that they have double refunded me when they where doing the reversal. but I have settled my loan and payed off everything that was due. Now the lady called maphakiso is dealing with the query but cannot give me answers. when I request to speak to one of the managers they always not available. So I want my money and want them to close my loan since I have payed it off.