ES
Edith S
1 reviews | Active since Oct 2022
22 Nov 2022, 08:46
No refund
I had a the same problem twice now, with an fee that went off from my account due to funds not available when merchant transactions went through. The first time I was refunded out of good curtesy but this month it occurred again due to a debit order that was canceled through fnb and Oneplan pet insurance and still went off therefore the fee that occurred when there wasn’t enough money in my account was not my fault. Fnb did not adress this they only send me a mail to say they would again refund the R200, they did not understand my actual problem, they explain the reason for the fee and that’s it. I already knew why the fee occurred but like I explained it wasn’t my fault. I explained this on the mail as well when I rep**** and I did not receive either the refund or a reply why I am disputing the R200 fee.
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Replies (2)ES
Edith S's updateReviewer Update
24 Nov 2022, 09:04So FNB has still not resolved my matter because they are lazy to read the reason for the complaints, I wrote this email explaining everything for the 3rd time but still no reponse when replying on a mail they send me (yes they phoned me as well and I explained it there as well but unfortunately the consultant that phoned was only working for the debit order department therefore he could not help me)
So I am also exhausted at trying to explain and no one understanding so I am just copying my email and pasting.
So I am also exhausted at trying to explain and no one understanding so I am just copying my email and pasting.
ES
Edith S's update24 Nov 2022, 09:04
Reviewer Update
So FNB has still not resolved my matter because they are lazy to read the reason for the complaints, I wrote this email explaining everything for the 3rd time but still no reponse when replying on a mail they send me (yes they phoned me as well and I explained it there as well but unfortunately the consultant that phoned was only working for the debit order department therefore he could not help me)
So I am also exhausted at trying to explain and no one understanding so I am just copying my email and pasting.
So I am also exhausted at trying to explain and no one understanding so I am just copying my email and pasting.
ES
Edith S's updateReviewer Update
24 Nov 2022, 09:05Hi again
Could please kindly investigate my entire dispute because it’s like you guys are reading 10 % of my complaints and then reply me with stuff that isn’t even remotely what I asked for but hey let me explain everything to the last detail then hopefully you will understand what my problem is. I also really hope I get a reply on this email otherwise I am again just wasting my energy.
About a 2months ago I think it was Sep I asked One plan pet insurance to cancel my policy as I am unemployed, they told me that regardless they would still debit for Oct but they understand that tough times happen and if I really needed the funds I could reverse the debit order (I then proceeded to reverse the debit order). They valued me as a customer and told me that they didn’t want to loose me and would put my plan on a “holiday for Nov and Dec”. Now what does that have to do with fnb…. Well when I reversed the debit order on the app I also canceled the debit order via the app.
To my Suprise the 1st of Nov there was a double debit of R623, I immediately called One plan furious and frustrated because I know I owed them a debit (I reversed this debit) for Oct but I arranged with them that I would eft this. I then told them to keep ONE of the debits and reverse or refund the other as they were not allowed to debit for Nov(on a plan holiday).Obviously I was angry and therefore immediately canceled my plan with them as well. They did refund this about 2 weeks after. Now again what does that have to do with FNB……
Whoooops your account balance isn’t enough for a purchase that went through when you had enough funds. (It was pending and now it’s processed when there isn’t enough funds available)
What does FNB do, deduct R200 because they pay the merchant on your behalf. Yes I completely understand this concept as when I complained this was explained but I already understood this when I did contact hello peter. I got a reply per email explaining everything again as well as the fact that the consultant said out of good gesture they would refund the R200. The reason for the second complaint on hello peter was because the message was only half received, I am fully aware why the cost of R200 ITem NOT PAID on MS E Smith went off but what I am trying to say is that at the end of it all it’s not my fault because
1 I had other arrangements with One plan pet insurance
And
2 because I did cancel the debit order on the banking app
Therefore I am not liable for the R200 cost as well as a consultant already told me that it would be paid back but it still has not been paid.
Whole reason for complaint one being the cost that occurred was not my fault and only due to the fact that a debit order went off when it wasn’t supposed to. So at the end of the day who’s fault is it actually that the cost of R200 occurred?
Whole reason for complaint two was because of cost of R200 was not paid back yet out of good gesture and the fact that after explaining everything on the email and complaint one FNB still didn’t understand neither did they reply my 1st email (email was a reply on 1st complaint explaining why cost occurred). And now again FNB doesn’t understand that I already have the refunded debit order in my account and sending me irrelevant forms and emails.
Regards Edith Smith
ES
Edith S's update24 Nov 2022, 09:05
Reviewer Update
Hi again
Could please kindly investigate my entire dispute because it’s like you guys are reading 10 % of my complaints and then reply me with stuff that isn’t even remotely what I asked for but hey let me explain everything to the last detail then hopefully you will understand what my problem is. I also really hope I get a reply on this email otherwise I am again just wasting my energy.
About a 2months ago I think it was Sep I asked One plan pet insurance to cancel my policy as I am unemployed, they told me that regardless they would still debit for Oct but they understand that tough times happen and if I really needed the funds I could reverse the debit order (I then proceeded to reverse the debit order). They valued me as a customer and told me that they didn’t want to loose me and would put my plan on a “holiday for Nov and Dec”. Now what does that have to do with fnb…. Well when I reversed the debit order on the app I also canceled the debit order via the app.
To my Suprise the 1st of Nov there was a double debit of R623, I immediately called One plan furious and frustrated because I know I owed them a debit (I reversed this debit) for Oct but I arranged with them that I would eft this. I then told them to keep ONE of the debits and reverse or refund the other as they were not allowed to debit for Nov(on a plan holiday).Obviously I was angry and therefore immediately canceled my plan with them as well. They did refund this about 2 weeks after. Now again what does that have to do with FNB……
Whoooops your account balance isn’t enough for a purchase that went through when you had enough funds. (It was pending and now it’s processed when there isn’t enough funds available)
What does FNB do, deduct R200 because they pay the merchant on your behalf. Yes I completely understand this concept as when I complained this was explained but I already understood this when I did contact hello peter. I got a reply per email explaining everything again as well as the fact that the consultant said out of good gesture they would refund the R200. The reason for the second complaint on hello peter was because the message was only half received, I am fully aware why the cost of R200 ITem NOT PAID on MS E Smith went off but what I am trying to say is that at the end of it all it’s not my fault because
1 I had other arrangements with One plan pet insurance
And
2 because I did cancel the debit order on the banking app
Therefore I am not liable for the R200 cost as well as a consultant already told me that it would be paid back but it still has not been paid.
Whole reason for complaint one being the cost that occurred was not my fault and only due to the fact that a debit order went off when it wasn’t supposed to. So at the end of the day who’s fault is it actually that the cost of R200 occurred?
Whole reason for complaint two was because of cost of R200 was not paid back yet out of good gesture and the fact that after explaining everything on the email and complaint one FNB still didn’t understand neither did they reply my 1st email (email was a reply on 1st complaint explaining why cost occurred). And now again FNB doesn’t understand that I already have the refunded debit order in my account and sending me irrelevant forms and emails.
Regards Edith Smith