STAY FAR AWAY FROM FNB - PATHETIC INCOMPETANT LEECHES

FNB, FNB CREDIT CARD DEPARTMENT, FNB SETTLEMENT DEPARTMENT - PATHETIC INCOMPETANT LEECHES.

In the 1st week of September this year I decided to settle my remaining credit card balance as I didn't want the outstanding debt causing us any worry or headache as we will soon be having a newborn.

After phoning numerous numbers, speaking to numerous robots, being transferred from one person to another just for the line to be dropped so I can start all over again. . . I got through to a guy who was able to give me a settlement amount of R107 . . ., all to thankful to finally have an amount and asking him more than once 'so there is NO other cost, this it it?' and being assured that, that is it, I was told that I will receive an sms confirming my agreement to settle the amount by end September. I received the sms and was looking forward to getting this sorted.(never was anything mentioned to me about a settlement letter or closure of my Credit card account)

I have always kept up to date with my payments and decided to still pay the amount I pay every month before the deductions go of, thus I transferred R to the credit account and phoned in the last week of September to get the new settlement balance and to make sure that this will be it.

So the process started again - After phoning numerous numbers, speaking to numerous robots, being transferred from one person to another just for the line to be dropped so I can start all over again. . . I got through to a lady who was able to give me the remaining amount settle R103 . . .,

After the call, I proceeded with the payment and was very happy to put this behind me. . .(still no mention of a settlement letter or that my credit card account would be closed)

I received a call from one of Fnb's consultants in the 2nd week of October to tell me that my credit card has a credit remaining and she would need to transfer it to one of my other accounts in order to close my credit card. . . I proceeded to ask why my account would be closed, why I wasn't told about this 'procedure' as I spoke to more than one person. . . in the end I just told her to transfer it to my savings account, I just wanted to BE DONE with them. (still no mention of a settlement or closure letter)

BUT NO. . . The next day, Wednesday the October 2021, she phoned again. This time to tell me that now I owe them money. . . just yesterday she was enquiring to transfer the remaining balance and close my account and now she is telling me I owe them money. . . this argument got very heated as end September was to be the last day for my worry about this issue!

BUT NO! FNB then proceeded to deduct the interest on a R0(Zero outstanding Balance account), now putting me back into debt with them for R944.

SO THE PROCESS STARTED AGAIN - After phoning numerous numbers, speaking to numerous robots, being transferred from one person to another just for the line to be dropped so I can start all over again. . . I got through to a lady who then asked me if I signed a Settlement letter or Closure letter. . . WHAT(this was the 1st I heard of this). She said if i wanted to close my account I would need to sign a letter, I proceeded to explain the whole story and that I DID NOT WANT TO CLOSE MY ACCOUNT, I WAS TOLD IT IS THEIR PROCEDURE! She said she will follow up and I should receive an email to conclude all of this within the next week(that was to be during the second last week of October).

BUT NOTHING! November came and still nothing. . . I decided to go into the FNB Menlyn branch to see if they can help me get this resolved and get my money refunded. After 1st putting me on the phone to the settlement department and having the same thing of being transferred from one person to another just for the line to be dropped so I can start all over again. . . I was told to go sit with an consultant who will assist.

At 40 weeks pregnant I had to spend 2 hours(This past Tuesday) at the Menlyn Branch trying to get this sorted. . . at the end I was told that she had send an email for this to be resolved and that I will receive a call from her the next day(Wednesday).

GUESS WHAT. . . no call or email was received. But yesterday(Friday night) I GOT A SMS FNB :-) As per your telephonic commitment, we are expecting a payment of R944.22 on 2021/11/13 on your Credit Card. I NEVER PHONED OR COMMITED TO THIS as FNB WAS TO REFUND ME THE DEDUCTION OF OCTOBER! I Want to know who authorized this and I would like a copy of that phone call because whoever they spoke to WAS NOT ME! the last discussion was to refund me for the the October deduction!

I logged on to my Fnb banking app to go and see what's going on there. . . and my FNB CREDIT ACCOUNT IS NOWHERE TO BE FOUND!, then I received and then at 17:48 I got an sms FNBCC Debicheck debit order mandate was cancelled by your service provider.

This morning I wake up to the R944.22 deducted from my savings account!

So, needless to say, I feel done in and taken for a ride. I was given incorrect information, given promises that were not fulfilled and then changes to my accounts were implemented without my authorization.

My family has two personal accounts and a business account with FNB and, after this atrocious customer service experience, we are definitely looking into changing our bankers.

#DontBankWithFnb