pathetic service for two days in a row

On the 29th of Jan 2018 I was double debited on my personal loan account. I then noticed that I have the time to go to the branch(Protea Glen - FNB) to query this situation that has happened again to me thinking that I will resolve it like the other time it has happened and was able to get help right away. I came across a gentle man by the name of Thato Radebe(FNB personnel), he asked what is wrong and I explained like the above mentioned and he quickly availed his landline for me to call the department and reverse the funds back into my account.

I then got hold of this lazy consultant who has told me to contact "Dispute department" to reverse the funds, desperate as I was I did that because I needed to prepare for my night shift. I was rather confused why was I directed to the dispute department because they have nothing to do with my problem. I got hold of a gentle man there and he said he won't be able to assist me today unless if I can come tomorrow to resolve the matter.

I thanked Thato Radebe and left the branch. I went to work without freshening up and did my shift successfully. I went back to the branch again and saw Thato outside the branch doing what he does best(assisting clients at an ATM) I made contact with him and he referred me to a colleague that will gladly assist me to call the department of disputing debit orders and etc. I got hold of the consultant and he told me politely that "sir, you will need to call the collections department to assist you."

I was like "Fine sure" I did that and I got hold of a RUDE LADY by the name of LETICIA in the collections department of FNB personal loans and she told me that I stopped my debit orders to not go off. Therefore FNB will debit what it wants..now I am puzzled - I am from the night shift and I am tired but her story does not add up. I asked her to repeat what she said and she said it again and I almost lost it because why did it go off then?3

She told me to go to the branch and I must have a look of whats happening, I told her I am already at the branch. I asked so nicely that this is not for the first time this has happened, please kindly reverse that for me and she said "No, I won't" I asked her why and she said " I will not be able to assist further" I then hung up on her and asked that the help desk to give me a ticket so that I can have a look of what exactly they talking about me stopping debit orders. Now bare in mind I am tired, I am from the night shift. I then finally got in front of the general help desk consultant and Realton Leach from the branch told me to go back and ask for that reversal because it's their job to do that - If I don't get help I must come back to him. I got hold of a lady by the name of Zodwa, my goodness..now I am thinking why the attitude from this collection department? What is it that I did to them that ticked them off..? She was not helpful and she was rude just like her colleague Leticia. I went back to Mr Leach and he asked for my ID, I produced it and we started looking into my account. First thing he noticed was that my debit orders have been going through as per agreement and why was I double debited. He then called in to to check for himself. He also got hold of Zodwa, he was not happy to find out that she is not able to tell him what is wrong with my account and exactly which debit order did I stop..only to find out that the actual debit order I stopped on the 2nd of Oct 2017 was an unauthorised debit order I still do not know where it comes from. The matter at large is still that I was double debited for some reason they say I am in arreas That I am not fami**** with because I have been paying successfully all along and Mr Leach ended up arguing with Zodwa because her and Leticia do not know what they sitting there for because clearly they not living up the standard of "HOW CAN WE HELP YOU" line this organisation is pushing in front of our eyes. Zodwa eventually wanted her manager to intervene but I was really getting irritated on callas and sms'es of my unpaid rental and my four year old fees. My phone died on me and I was tired because of night shift and an unnecessary incorrect billing.

Till now, no one has an answer to give me about why was I double debited. I am not happy with FNB anymore, every 2 - 3 months one has to expect a problem from the level of service. I asked Leticia if it was possible to open another account somewhere else and I will manually pay the loan and with attitude she said "no, they do not allow such" I mean how is that not possible because the loan is an account and has an account number. She spoke to me like I was illiterate and as if I didn't go to school. Now, she didn't even bother to check her notes on the system about what is actually being discussed or has been arranged.

I was rather shocked that no one even cared to check like Mr Leach that they could be a human error of someone who didn't notice the dispute was not for the loan but something else and now this problem. It was a you said and I said situation that will not pay for my sons fees and rent. Plus I had to cut down on my sleeping hours for a mess FNB Personal loan department thinks it's my fault. I was heartbroken because I am really trying to clean my financial situation and now this. Eviction is something that happens a lot and I do not want that. FNB is telling me about 24 - 48 hours to looking into the matter that has nothing to do with me. I did not tell their system to deduct less or more whenever they want. Fadima Ismeal from the call center loans department was asked to contact the manager of the Protea Glen branch to see what is happening. I do not want to even go the color route because it was not going to even land on this platform.

I am not happy seriously because I did not opt for a loan dispute or stop debit order. I need help ASAP because it's not for the first time and moving forward I will be taking all my funds to a bank that will gladly assist and not point each other by fingers. Whoever that stopped my loan debit orders must be dealt with according to the disciplinary rules and procedures because this is not banking with peace of mind. As for those two ladies they need to humble themselves - or they may end up without jobs..you do not raise your voice or ill treat people like that. If you do not know, ASK. I am not rude. I am factual.

FNB Persoanl Loan Department - Please check your staff, audit if you have to, QA if you have to..some people are not well resourced to come up front and voice out their experience with bad service. I am not on any social media but I am sure if I was, I was going to complain on that turf as well. This is unacceptable FNB, how can you fill up a gap with so unprofessional people like Leticia and Zodwa. Same team in the organisation nogal..Sies maan!

I need my money, I did not create this mess!

"How can we help you" Really - You guys are becoming a joke seriously. My eWallet also got lost along the way last year! That was dealt with by the ****anery branch..I have the ref number as well.

FNB - Change right now by treating your unhappy customers with dignity and removing all the *********** people that work for the organisation to go back for training.

On that last note, please refund me.