Poor service, threatening my credibility

<p>I app**** for a personal loan at FNB. I have been banking with FNB almost 10 years. I prefer and try to keep all my banking products with FNB as I normally get great service. </p> <p> </p> <p><br />I did a telephonic application which was recorded. I agreed to the terms and conditions and the sales person asked on which date I preferred my debit order to be scheduled. I always choose a date around the 28th or even later as my salary is not always paid 100% on time. Sometimes my employer pays after lunch and payment only reflect on the 26th, so I never give my salary date to avoid having payments bounce and reflecting poorly on my credit record. </p> <p> </p> <p><br />A few weeks ago, about 2 weeks before my personal loan debit order had to be deducted, I checked the balance and the debit order amount and noticed that the debit order date was set at 23 June. I immediately logged a call on FNB Premier to help me sort this out. They could not help me but referred me to Personal Loans department. Personal loan departments informed me that they assess your last 3 months salary date and choose the earliest date. Unfortunately my 1st month was the month of March when it was Easter and my employer had to pay out my salary earlier due to public holidays and the payroll personel going on leave. </p> <p> </p> <p><br />I argued with Letisha Ponsonby from customer service that surely that method could not be used. Surely it would be better for everyone to use the later date to ensure that the person would defintely have funds, the worst case scenario. Also, a formula or policy cannot just be app****, thought should be put in. You cannot calculate an average if the months are not alike or simi****. If there is an outlier, the sample should be adjusted. For example one of the month being Easter. Also, I have been banking with FNB for a very long time, so they have access to my accounts and can check big sample. </p> <p> </p> <p><br />Furthermore, on the online recording, I agreed to a debit order date on the 28th. I requested the recording to be sent to me, but have still not received a copy. This should mean, they are in breach of the agreement if they take my money on any other date. </p> <p> </p> <p><br />At last Letisha Ponsonby agreed to set my debit order date on the 25th if I could prove with a letter from my employer that I do get my salary on the 25th. I had to go to my HR manager and actually request such letter to prove to FNB with whom I have been banking several years that my salary is paid on the 25th. I was not pleased at all. Angry, dissapointed and offended that my bank needed prove although they have months and months of data. </p> <p> </p> <p><br />After sending the letter to Letisha Ponsonby, she confirmed that my date will be changed to the 25th but only after the June deduction as their system has allready run. I can fully understand that as we also have payment runs, invoice runs etc.. </p> <p><br />BUT, today I checked my online banking account to ensure everything was in order just in case. and found that my debit order was still on the 23rd and not changed as I requested. </p> <p> </p> <p><br />This is unacceptable and really frustrating. </p> <p> </p> <p>Also, to make it worse, my salary is really only paid on the 25th, so I will not be able to pay this personal loan installment and the payment will bounce and my credit record will be negatively impacted. This because of an admin issue within FNB Personal Loans. </p> <p> </p> <p> <br />Surely this is not how FNB does business. </p>