Personal Banking service -FNB

I would like to express my dissapointment for the unsatisfactory level of service rendered by FNB Loans department. On the 21st of June'19, I received a notification of an irregular debit from my account. Upon investigating, I found that the debit was in relation to a product of FNB that I acquired at the time "Smart Loan". An instalment was debited but the amount was not as stated on the contract of agreement between The Credit provider and myself. I engaged the FNB contact centre and was referred to several consultants of which finally led me to the FNB Loans department. The consultants in FNB loans department refused to accept an explanation from myself and insisted that my loan was in arrears leading to FNB forcefully debiting my account to salvage funds and "close" the loan off. I do acknowledge that I am only one of the millions of clients banking with FNB, However, I cannot continue with being a client of FNB any further due to the insecurity that has now risen. Furthermore, the amount debited included interest for the forthcoming month, In terms of Section 103(3) of The National Credit Act No. 34, 2005, "A Credit provider must not, at any time before the end of the day to which an interest charge applies, require payment of or debit the interest charge". I did not grant permission for FNB to debit my bank account with a ludicrous amount, I challenge to whom in FNB it may concern, to listen to the call recordings made to myself and confirm if any of the abovementioned was agreed upon. Also be informed that due to all the Supervisors and Team leaders in FNB loans department being in a meeting on every occasion that I requested escalation, My only option was to engage NCR for assistance. This is unfair practise, it does not mean because I bank with FNB that my money is at their disposal. I have monthly expenditures that are far more essential than "closing" the Loan. If protocol was followed and there was an agreement made between FNB and myself, I would have considered paying the fixed instalment and an additional amount toward the arrears. Now my family is being threatened with eviction due to FNB handling my funds.

I trust that FNB provides superior service, even if it means them handling your money for you. Well done FNB, this is one for the books.