Repeated Charges for Failed SIM Replacement & Poor Service

Dear FNB Connect Support,

I am writing to formally lodge a complaint regarding ongoing charges and poor service I have received from FNB Connect.

I have been debited R40 multiple times for a SIM card replacement that has not gone through. I visited the branch twice, and each time, I was told the issue would be resolved. When I contacted customer service, I was simply instructed to go to the nearest ATM to activate the SIM, which did not resolve the issue either.

To date:

I have been charged repeatedly for a service that has failed.

My SIM is still not active.

I am still waiting for the ITC number required to claim from my insurer.

I have wasted time, transport money, and received no proper assistance.

This level of service is unacceptable. I request the following:

Immediate refund of all R40 charges for failed SIM replacement.

Immediate resolution of my SIM activation.

Prompt provision of the ITC number I’ve been waiting for.

Written confirmation and a reference number for this complaint.

Should this not be resolved within 48 hours, I will escalate the matter to:

ICASA (for mobile service failures)

The Banking Ombudsman (for FNB-related charges)

I trust that this matter will now be treated with the urgency it deserves.

Sincerely, Victoria Gcina *** Date of Failed SIM Attempts: ***