NO Customer Service - Failure to close account

Dear Sir/Madam,

I am writing to formally express my frustration regarding the continued failure to close my cheque account, despite having followed every instruction provided to me.

I have comp**** with all requirements communicated by your representatives and have paid the amounts outlined as necessary for closure. However, the account remains open, and I have now been debited yet another monthly account fee. This is completely unacceptable.

It is deeply concerning that, after exhausting all available channels in an effort to resolve this matter, no one within First National Bank has been able to provide effective assistance. The ongoing administrative failures reflect extremely poorly on your internal processes and service standards.

I require that this account be closed as a matter of urgency and that written confirmation of closure be provided to me without further delay. I also expect any additional fees charged after my initial closure request to be reviewed and refunded.

Please treat this as a formal complaint. Should this matter not be resolved immediately, I will have no option but to escalate it further.

I trust that this issue will now receive the urgent attention it warrants.

E-mail sent on the 13 February 2026 Subject: Urgent – Failure to Close Account *** To whom it may concern, I am writing to provide full context and formally escalate my ongoing request to close account ***. I have been attempting for several weeks to close this account. I was initially advised that it could not be closed due to debit orders and other payments still linked to it. I subsequently updated all creditor payment details to my new Capitec account, including Apple.com subscriptions. The only debit that did not immediately reflect the updated details was Cryosave, who attempted to debit the incorrect account. This has since been rectified. On 16 January 2026, I visited an FNB branch in person to resolve this matter. The branch consultant was unable to close the account and, together with me, logged a request via the Chat function on the FNB App. During that process: • I was informed that I needed to settle a close-out balance of R446.83. • I was later advised that an additional R310.13 was required. • I paid the full requested amount. • I was then explicitly informed that the account would be closed within 14 days. To date, the account remains open. Furthermore, it is now reflecting as overdrawn due to additional monthly account fees being charged after I was assured the account closure process had been completed. This is entirely unacceptable. I have comp**** with every instruction provided and have settled all amounts requested. I will not accept further charges on an account that I formally requested to be closed and was assured would be closed. I require: 1. Immediate closure of the account. 2. Reversal of any charges incurred after 16 January 2026. 3. Written confirmation that the account has been closed with a zero balance. Should this matter not be resolved urgently, I will proceed with lodging a formal complaint with HelloPeter and escalating the matter further. I expect your urgent response.