Sorry I can't help you

Years ago I had a Discovery Credit card that was through FNB. I defaulted when I got retrenched and a payment arrangement was made through FNB's collection agent Groenewald Lubbe and for years the amount of R650 has been deducted from my account, without fail.

I have recently switched banks to FNB and was promised, before switching, that my payment arrangements will be switched as well. This appeared to have been done as my Discovery Credit card account appears on my FNB app. With all of the details regarding the monthly repayments, what's outstanding and the term remaining.

On the 25/04/2019 FNB deducted R3483 from my account stating that my Credit card account is in arrears. SERIOUSLY??? What the hell??? I tried calling the call center at FNB and every operator I spoke to told me that they cannot assist me and then transferred me to another call center. Eventually I was put through to someone in card collections and was once again told that they cannot assist me and I must call FNB's collection agent as it was them who issued the information to FNB saying that the account is in arrears. I tried to speak to them but they were as helpful as FNB has been saying that if they were not giving the "change of debit order information" then there's nothing they can do and I must take the matter up with FNB card collections attorneys.

Because I have been getting such terrible service over the phone with call center agents, I decided to go into the FNB branch in Bracken City, Alberton. I spoke to the lady at the information desk and explained the situation, she took me to a teller's desk, then proceeded to pick up the phone and dialed the call center saying that there is nothing she can do to assist. So I was once again on the phone to a call center agent and, after having to explain my situation to at least 5 operators, I was told to take down a number ( ********** 011) and then transferred... AGAIN!!! Only this time the message said that I have called "Outside of office hours". Are you freaking kidding me FNB?

After that I decided that I need to speak to a consultant at the branch as this is completely ridiculous. When my number was called I spoke to the consultant and explained my situation... AGAIN!!! And guess what the consultant did? She picked up the phone and dialed the card collections number ( ********** 011) only to find out that she called "Outside of their banking hours".

Since then I have been trying to get through to the attorneys at FNB's card collections department but with no success. I wait on hold for 20 mins at a time and then decide to leave messages but not a single person has tried to contact me back. When trying to leave a message today 07/05/2019 a new recorded message gets played saying that the "mailbox is not available".

FNB's slogan is "How can we help you?" but the only thing that I've heard from FNB is "Sorry I can't help you". Maybe you should switch it to "How can we NOT help you?". Switching to FNB was a mistake.