R40 987,46 Dispute on my account

Good day I am extremely upset in the way I have been treated by FNB staff that are supposed to be customer care consultants. As a Private Client this is seriously not the service I expect. This is the timeline: 27/07/2025 – An amount of R40 987.46 went off my current account/credit card. Which took my current account to minus, I called into FNB and the lady was going to escalate the matter, within 48 hours.

28/07/2025 - I went into the FNB, Claremont branch in the morning. The people in the bank advise there will not be individual that can assist in branch I will need to Private Credit Card Client, I then proceed to speak with Lindo via Telephonic call (email address – ***). She explained to me that it was a system error that changed all credit card payments from minimum payment to maximum payment. I never gave consent for the debit order to take off the maximum amount. She then waited for her team lead which they resolved it by putting R40 000 in my credit card and asked me to transfer to my current account to balance it out. She confirmed that she has changed my account from maximum to minimum payment. She was extremely helpful at the time.

29/07/2025 – There was R40 000 put into my current account, tried to call in to FNB to check what is happening now, but never got through and call got cut off. 31/07/2025 – My credit card was on R0 (There was R10 800 in account the day before) and showed an outstanding balance of minus R105 000 ??? I called in numerous times and spoke to different people at FNB at collections, explained the whole story then the call gets cut. No one called me back. One lady screamed at me that it’s not FNB’s issue and that I owe them R40 000. I would like you to listen to all the calls, especially this rude lady that does not know how to talk to a person. The last lady I spoke to (Number: +***1) advised me to move the money from my current account to my credit card to “reactivate” my credit card for the funds they took. I was advised that my account was not changed on Monday to the minimum payment (as per Lindo advising that she has changed it on Monday to the minimum payment) that’s why it why it made my credit card suspended (personally I’ve never heard of anyone that can go over their credit card maximum limit). She advised me to wait to the next day when my previous funds will reflect. 01/08/2025 – This morning my account reflects at R4 459 and I am unable to use my card. I am not sure how you can take someone hard earning money and then just assume them to make it through the month. This has been a nightmare since Sunday. With this being a system issue on YOUR END, I have no idea how you can make this the client problem to fix. Not only are you creating a terrible credit record on my end. You also create a red flag on my normal account with large amounts of money going into and out my account. Bare in mind it is month end I have debit orders that need to go off. Kindly sort out my accounts urgently (along with my funds owed to me) and I would like a Reginal manager to call me back. I want you to listen to all the calls and see how I was spoken to by FNB staff. This is not acceptable. I have been an FNB client for years and throughout employment I have been with you guys I have never missed a payment. I will not accept that it was just mishap on your end, and I must just accept it. I have advised my colleagues with this terrible service due me having to take time out of work to get this sort and heard this is not the first time some of them have experienced, meaning this is an ongoing issue on your end.

I most definitely will start looking at getting another bank provider if this is not resolved.