*********** Service and Unauthorized Debits from FNB Collections Department

I am writing to express my extreme dissatisfaction with the service I received from Phumzile, a chat agent from FNB's Collections department, on the FNB banking app. My experience has been nothing short of frustrating and unacceptable.

On the 7th of August, I set up a new payment plan with FNB, which should have rendered all previous plans void. Despite this, FNB debited from the new plan on the 7th and, shockingly, debited from the old payment plan on the 30th of August—an action that should not have occurred as the old plan should have been canceled.

When I reached out to Phumzile for assistance, the service I received was appalling. Phumzile failed to read and comprehend my messages, continuously quoted incorrect amounts that had no relevance to my loan accounts, and showed a complete lack of understanding of my concerns. The level of service provided was disorganized and unprofessional, leaving me more frustrated than before.

This is not the first time I have experienced issues with FNB. Since February this year, I have been met with endless problems and incorrect information from various agents, which has severely impacted my ability to manage my finances effectively. The lack of competence and care shown by FNB's staff is deeply concerning.

I demand an immediate resolution to this matter, including a refund of the unauthorized debit and a thorough review of your staff's competence in handling customer concerns. FNB's continued failure to provide accurate and reliable service is unacceptable, and I am seriously considering taking my banking elsewhere if these issues persist.