Poor FNB service rendered for loans

I have emailed FNB regarding loan repayment as my account was being debited on the incorrect day which has resulted in interest charged. FNB also did not debit me in full for my firatvloan and then approved a second one which I thought was my only loan. To my dismay, I was then debited for 2 months for 2 loans simultaneously. I logged my complaint 2 weeks ago, received a reference number 4 days later, and still no response or outcome. I went in to FNB now and was transferred to many people only to have to explain my situation several times as well as give my details the same amount of times. I have had it! Below is my complaint email:

To Whom It May Concern

I am absolutely appalled at the services rendered by FNB. Not only that, I am extremely disappointed by the manner in which I was treated when I tried to rectify the situation.

I requested and received a loan in November 2018. When I did this, it was agreed apon that I would be debited the installments on the last day of every month. This has not happened. And as a result, I am STILL paying that loan off. The reason why is because I am now paying interest on something that should have never accumulated, had FNB stuck to the agreement. This breach of contract leaves me ****** by FNB.

After what I thought was the end of the loan repayment as the money was not being debitted any more, I then requested another one. This time for a smaller amount. This was done in April this year. When I paid my first installment I wondered why I was being charged double, as this is what it seemed at the time. Turns out FNB did not debit me for my last two installments of the first loan and when I queried it, in was told that I did not have fund in my account so they delayed the debit. I was not notified of this at all.

I, for 2 months in a row, was being debitted for two loans SIMULTANEOUSLY- when was I given notification of this? My loans were approved based on my expenses when they were granted to me. On that basis, why was I not included in the agreement of the two loans being taken at the same time? Surely one would think that I would not be able to afford that???

I called in to loans on the 13th of August 2019. I spoke to a very rude gentleman by the name of Tsepo, who argued that I had no money in my account on the last days of the month when the last two installments of the first loan were due. How on earth is this possible if my salary is paid EVERY MONTH ON THE SAME DAY (the last day of the month). This man insisted I was wrong and that I have 1 more interest payment to come off which was confirmed as R150- something on the call. Two days later I received an sms from FNB stating that I owe R400 and something towards interest accumulated. Either I am hard of hearing or Tsepo cannot read an amount correctly to your valued customers. I DEMAND that call recording as proof of what I am saying. I do not have a reference. But I have the date which I have mentioned above.

To my dismay, yesterday I received an sms stating I owe R200 and something towards interest accumulated. How has this amount changed TWICE since I last confirmed it over the phone?? please note yesterday was not the last working day of the month if today is the 30/08/2019- which is exactly what I argued with dear old Tsepo when I called in, that monies are being debited on a date that was not agreed.

I have been with FNB since I opened a bank account up for myself. I do NOT appreciate the way I have been treated and I demand my monies paid to you be recalculated and I be reimbursed for penalties I did not accumulate had the original dates been adhered to for loan repayment. FNB has abused the right to access to my account and I WILL be moving my money to any other bank- doesn't really matter- as long as I never have to deal with this again.

I expect a response within the next 4hours as per you SLA. This has gone on for far too long and I have kept quiet in ignorance, trusting that my bank would treat me fairly.

I have attached the proof of an sms sent yesterday where interest for a loan has bounced back because my account was in arrears. Please be advised that I will come in personally and deal with whoever necessary to check that I am not being ****** (AGAIN) of what is due to me.

Also attached, is more proof of the things I have mentioned throughout this email. Whatever is missing that does not tie in with my claims, is because I was never notified of the ***** that was taking place.

Kindly note, I have been employed at Smarter Business since December 2016- there would be no reason for no income from then until now. Hence why I cannot fathom the reason why two payments were not taken when they should have been, resulting in two loans being taken off at the same time. I do not have any interest or concern in what FNB allows for its customers (Tsepo advised that a customer can have more than one loan at the same time, which I did not agree to anyway to that is irrelevant), please do not make that my issue.

Yours sincerely, A very disgruntled customer (soon to be ex-customer) Hi,

I am still awaiting a response. From yesterday at 18:29pm.

I have also sent a follow up email which has not been responded to.