SHOCKINGLY POOR SERVICE – URGENT COMPLAINT ABOUT FUNDS NOT RELEASED

SHOCKINGLY POOR SERVICE – URGENT COMPLAINT ABOUT FUNDS NOT RELEASED

I am absolutely appalled by the level of service I’ve received from FNB regarding a hard hold on my Easy Zero account, and I am demanding immediate action and accountability.

On 26 August, I contacted FNB for assistance with a hard hold placed on my Easy Zero account. I spoke to Mapitsi Machete, who assured me that the funds would be released and available in my Main account within 72 hours. That did not happen.

After 72 hours passed with no funds, I called again and was put on hold for nearly 20 minutes. I called back, and another consultant told me he would mark the request as urgent. He also informed me that the initial consultant had failed to submit the request to the relevant department. This is a completely unacceptable internal failure that is now affecting me financially.

At this point, my Main account went into overdraft. Debit orders were declined, and I’m incurring unnecessary penalties due to your team’s incompetence. I have now spent:

30 minutes on the first call

33 minutes on the second call

22 minutes on the last call

That’s over 1.5 hours of my time wasted – with still no resolution after 10 days.

As a Premier Cheque Account holder paying almost R400/month in service fees, I expect a minimum level of efficiency and competence. I have been a loyal customer since 2009, but this experience has made me seriously question why I am still banking with FNB.

The fact that I have to follow up on your team’s mistakes – and that no one is taking accountability – is completely unacceptable. You’ve caused financial inconvenience and stress, and I demand to know:

Why the initial request was not submitted?

Why no follow-up was done from your side after 72 hours passed?

Who is responsible for the failed debit orders and negative balance?

When will my funds be available in my Main account?

What compensation will FNB offer for the time, costs, and stress caused by this failure?

Your customer service has been ***********, negligent, and disgraceful. I expect a full written response, a formal apology, and resolution immediately.

Totally unacceptable.