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MS
MATHIAS S

1 reviews | Active since Jan 2026

07 Jan 2026, 06:58

Systematic Failure and Breach of Debit Order Agreement

1. Breach of Debit Order Agreement & ******* Fees I have a specific written agreement with FNB stipulating that my loan repayments are to be debited on the 1st and the 15th of each month. Since last year, FNB has unilaterally deviated from these dates. The Impact: Because FNB attempted to debit on unscheduled dates, the transactions failed. FNB then levied "unpaid charges" for failures caused by their own scheduling errors. Incomplete Redress: After escalating to the Ombudsman, FNB admitted fault and agreed to a refund. However, they only refunded 37% of the *******ly collected fees. When questioned, FNB staff advised me to "appreciate what I got," which is a dismissive violation of the Treating Customers Fairly (TCF) framework. 2. Unjustified Freezing of Facilities The Revolving Facility was blocked due to "late payments"—payments that were only late because FNB failed to debit on the agreed-upon dates. Despite the account now being settled and in a positive balance, FNB refuses to unblock the facility, effectively penalizing me for their own administrative errors. 3. Harassment and Debt Collection Misconduct FNB’s Revolving Facility unit has engaged in what I consider abusive collection tactics. I have received calls every 20–30 minutes daily, even when the account is in a positive balance. This persistent harassment is a violation of the National Credit Act (NCA) guidelines regarding debt collection practices. 4. Failure in ***** Prevention (Duty of Care) I reported a *****ulent transaction within one hour of it occurring. Despite the rapid report, FNB failed to timeously freeze the funds or protect my interests, citing the "rights of the recipient" over the victim. The Result: Out of a R12,000 loss, FNB offered a negligible R400 refund weeks later, only after a Section 205 was issued. Additional Irregularity: FNB permitted a third-party charge on an expired card and subsequently charged me a "decline fee," which highlights a significant flaw in their security and billing logic. Desired Resolution: Full Refund: A 100% refund of all unpaid fees and associated interest linked to the debit date errors. Account Restoration: Immediate unblocking of my Revolving Facility and a correction of any negative data sent to credit bureaus. Cessation of Harassment: An immediate stop to the excessive telephonic contact. ***** Review: A transparent explanation as to why the ***** report was not acted upon within the "golden hour" of reporting.

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Replies (3)
MS
MATHIAS S's update07 Jan 2026, 14:45
Reviewer Update
Thank you so much. How one wishes the FNB Bank, given their place of trust would at all times respond as quickly to customers's complaints in as quickly as they did to Hello Peter complaint. Not just respond, but recognise and respect the trust relationship they hold and must maintain with customers and not be dismissive as FNB Bank had been to me over these matters, not because they are not genuine problems that call for FNB's sound judgement based on Trust bestowed on the Bank, but because FNB can afford the Public Relations to dismiss the complaints and carry a deep pocket to afford the best lawyer money can ever buy so that the complaints can be squashed by all means necessary. I hope the bank realise such stance is not any less short of abuse of trust and customer service provider relationship.
MS
MATHIAS S's update15 Jan 2026, 12:53
Reviewer Update
I received a call from FNB last week and the only item they were keen to resolve was the outstanding payment I have to make on the Revolving Facilities. That they still owe a refund no, no one called me to discuss that matter, that they mishandled a ***** report and gave a ******** a window to flee away with the loot, no one addressed that either.

I made a commitment to settle the outstanding amount on the Revolving Facility and now the honours is on FNB to reinstate the debt on the agreed date not at willie nilly and lift the blockage on my Revolving Credit facility which I still feel I was terribly mistreated in the first place.

I am grateful to Hello Petter, that the annoying, mentally and emotional abusive calls that happened every 20-30 minutes day and day out has halted since raising this matter on this platform. I am still waiting for FNB to come back with solutions with 90% of the problems I have had with FNB. Thank you FNB also for stopping harassing me with calls, not can you reinstate my Revolving Facilities account please, your debt has been settled. All solve the other outstanding issues including giving a full refund of what you promised you would instead of hiding behind the Ombudsman to shield you from the risk exposure to your poor customers. who fall victims of your operational lapses or aggression on daily basis.
MS
MATHIAS S's update21 Jan 2026, 09:24
Reviewer Update
On the 09 July 2026, I spoke to FNB customer service and one thing she insisted on is the payment of of the arrears on my Revolving Facility before FNB could lift the block on that account. I promised I would pay on the 15th, which I did. After I had paid on the 15th FNB took me to the ITC and registered the paid amount as debt owed to them. Yesterday I tried to ask on their Secure Bank App Chat why would they list me on ITC on the money I have already settled and no answer is forth coming. I requested that they update the debit order to run on the 16th of each month, I was told I must do it myself on the App. The response is that changes are not allowed on the account, so again. FNB blocks every move to make anything right with this account. Instead of unblocking the account they sent it for ITC listing, instead of just blocking transactions on this account, they block any ability to update and enforce correct debit date on the account to perpetuate their bias on my ability to access this account as per agreement. Very disappointing moves from FNB indeed. This is borderline abuse of trust and abuse of power.