Payment arrangement not cancelled after confirming it was

On 3 February 2026, I contacted FNB via chat to confirm the status of my personal loan. I specifically queried whether my account was in arrears, as January is meant to be a payment break (payment holiday) month, and I had noticed that an amount had been deducted. During this conversation, the advisor Alex explicitly confirmed the following: - I was granted a payment break but the arrears amount was deducted to bring my payments up to date - The loan account was now up to date - The existing promise-to-pay arrangement was cancelled, as requested

The chat ended with confirmation that everything had been resolved. However, today an attempt was made to debit the exact same amount of R366 from my account. This is extremely concerning, as it directly contradicts the confirmation I received from FNB. This attempted deduction: - Indicates that the promise-to-pay was not properly cancelled - Shows a lack of internal communication and controls

I am requesting: - A clear explanation as to why this debit was attempted - Written confirmation that no further deductions will be made during the payment break - Assurance that the promise-to-pay arrangement is fully cancelled - Confirmation that my account will not be negatively affected (fees, interest, or credit record)

I expect this matter to be resolved urgently, as I re**** on the information provided by your advisor in good faith.