no communications, unauthorised debit, late refund

1. July i started banking with fnb after +4 years. R1 500 was debitted from my account, when i called to query i was told there was an outstanding loan balance from +4years back. i Wrote a complaint as nobody had called to notify me of the outstanding loan and nobody called to notify me or set up a payment paln for the debit that was due to go out out my account. any transactions that go out of your account, you should be made aware or permission has to be granted.

2. 25 August: R3300 was debited from my account for the same loan. To my suprise, the amount was different from the previous month. 28 august: i visited FOurways branch, they called Collections team where it took me over 25mins to get through. Spoke to a lady called Gugulethu Mavuso, who spoke to her manager regarding the different amounts that had gone out of my account. Manager authorised a Refund of R1800. i was told this would take 3 working days to be back in my account. 1 Septemeber: i called Collections team again to follow up on the refund, i was told it would either be in today(friday,1/09/2017) , latest Monday (4/09/2017). Today is Tuesday and i am yet to receive the refund.

i did not like the fact that without any arrangements, money has been debited from my account and till to date, i havent spoken to anybody regarding the loan. NO information has been sent to be either. i know would like a refund for all the transactions taken from my account without my permission. I will take this further to find out if the processes that have been followed here are allowed by FICA