Poor service and communication methods

I am writing to lodge a formal complaint regarding the handling of my FNB Business Account (Account Number ending in 5699), which has caused me serious concern and inconvenience.

On [insert date], I received an unsolicited email from Symington de Kok Inc claiming to act on behalf of FNB Business Bank. The email referenced alleged arrears on my business account and demanded immediate payment of R331.94 into a third-party account. The communication contained threats of legal action and negative credit bureau reporting should payment not be made within three days.

I wish to highlight the following issues:

Suspicious Communication: The email appeared highly irregular and resembled a ****, which raises serious concerns about authenticity and data security.

No Prior Notification: As a Private Wealth client, I have not received any communication from FNB, my private banker, or the bank itself regarding arrears on this business account.

Inactive Account: I have never actively used this business account and was unaware of any outstanding fees or arrears.

Access Restrictions: Upon checking my FNB Private Banking app, I discovered that I was unable to transact on the business account, further compounding the issue.

Poor Client Service: It is unacceptable that FNB would escalate matters to a collection agency without first contacting me directly, especially given my Private Wealth status.

This situation has caused unnecessary distress and raises questions about FNB’s internal processes, client communication standards, and data protection practices.

I hereby request:

Immediate clarification on whether the email I received is legitimate and why it was sent from a non-FNB domain.

A full investigation into how my account was handled, including why no prior communication was made to me regarding arrears.

Restoration of access to my business account and confirmation of its current status.

Written assurance that my credit record has not been negatively affected by this matter.

Formal confirmation of any outstanding fees, with a clear explanation of how they arose.

As a Private Wealth client, I expect a higher standard of service and communication. I request that this matter be treated with urgency and that a written response be provided within 10 business days.

Should this complaint not be resolved satisfactorily, I will escalate the matter to the Banking Ombudsman and relevant regulatory authorities.