Terrible customer service taking money with out consent

I am leaving the country at the end of the month and my cheque and credit card are also expiring at the end of the month.

I went into the Claremont branch to enquire as to the process I should follow. The assistant there informed me I could order my card from the app and that I should do so now because the branch will be closed for renovation. She then proceeded to walk me through the ordering processes.

Not once was it mentioned to me that the cards would be auto renewed or had been or that I would be charged for the cards I ordered because assuming they were expiring it would be free and I have proof they should be. I also was not notified through any channel that the aforementioned had been renewed.

I have subsequently been charged for the renewal of the cards.

I contacted FNB and was basically told straight up that it’s my fault and there isn’t anything I can do because I should have navigate their website and found the pricing guide…

I have all communication proving this isn’t my fault and still was passed from one person to the next. I have not been able to reach my personal banker who I’ve never had correspondence with by the way, I have received almost no help and am very dissatisfied.

Unlike my partner’s bank (Nedbank) she has never had an issue, she has what could be considered a lower grade account with them but has a personal banker who is very attentive to her needs.

I pay over R200 a month in fees for terrible service… she pays R25…

This isn’t the first time I’ve had poor service from FNB.

I previously ordered gold Kruger Coins from them with boxes. They were delivered in a plastic tube bouncing around on each other… I was told that the boxes were out of stock when I asked if I could have some sent to me they said that was not possible, I complained on Hello Peter and magically some boxes were sent to me. They didn’t even fit the coins I ordered…

They have basically taken money from my account with out notification or consent. This jeopardises my ability to pay accounts and thus incurring debt…

I believe this is not legal according to the POPI Act

Choose your bank wisely people.