TERRIBLE SERVICE AT FNB

To even give a rating of the current service I have been receiving from the bank is a lot but at least they pretend they're doing something right?

Last Monday, a payment was made to my company by a company we contract with in Brazil. Naturally, wire transfers at FNB go through compliance to make sure payments are being made to the right account.

A Marc Chetty sent me an email stating that I wouldn't be receiving my payment as the wrong reference was used. He then mentioned a return of funds would be issued. At this point, I am upset because payments need to be made to 3rd parties and employees but bank rules are bank rules.

I then question why it takes the bank a week to return funds when it takes a shorter time for the funds to be received. Marc then said he would escalate the return of funds and then I could call back on Monday to make sure they have been returned.

In the meanwhile, I have also notified the company which had issued the payment of the error and what remedy FNB says they have and they too understood and are currently on standby to resend the funds.

I call back in today as per Marc's advice and the consultant on the other line put me on hold 3 times and couldn't give me a direct response about whether FNB has sent the funds back to Brazil or not? or why it even takes the bank that long to return funds which take a shorter time to receive? What are they keeping our money for?

Why can no one give a clear answer???