They ***** money !!

Dear FNB Complaints Department,

I am writing to formally lodge a complaint regarding an unexplained outstanding balance of over R3,000 on my savings account and the bank’s failure to provide accurate account balances and properly process transactions.

For the past few years, I have maintained this savings account primarily for minor transactions, such as purchasing coffee and paying for parking. The account was kept open largely because a Smart Device debit order was linked to it. Now that the device has been fully paid off, I requested that the account be closed.

At the time of my closure request, the account had a positive balance of just over R50. Given that this is a savings account with a monthly fee of approximately R8, I reasonably expected that any applicable fees could be deducted from the available balance and that the account could be closed.

However, the consultant informed me that the account could not be closed because certain transactions still needed to be cleared. After the bank processed these outstanding transactions, I was suddenly informed that I owed FNB more than R3,000. I was subsequently told that this amount related to transactions involving funds swapped using a virtual card over several years, which had apparently not been cleared by the bank’s system.

I find this explanation deeply concerning and unacceptable.

Throughout the period in question, I conducted transactions based on the funds I deposited into the account and the available balance reflected on the FNB banking application. At no point was I informed that transactions were accumulating without being processed or that I was building up a substantial outstanding liability. Had I been aware of such a situation, I would have taken immediate steps to investigate and resolve it.

My concerns are as follows:

1. Failure to process transactions timeously: Why were transactions allegedly left uncleared for years, and what controls failed to identify and resolve this issue? 2. Inaccurate account balance information: As my bank, FNB has a responsibility to maintain accurate account records and provide customers with reliable balance information. I rely on the information presented through your banking application when making financial decisions. I do not have access to FNB’s internal systems or back-office records and cannot be expected to identify undisclosed system or processing failures. 3. Lack of notification and transparency: Why was I never notified that these transactions remained outstanding or that my account was accumulating a liability of more than R3,000? 4. Disproportionate and unexpected liability: How does a savings account used for minor everyday purchases, with a monthly fee of approximately R8, suddenly accumulate a debt of this magnitude without any warning to the account holder? 5. Discovery only upon account closure: It is particularly troubling that this issue only came to light when I attempted to close the account. This raises serious concerns about the bank’s transaction-processing controls, monitoring systems and customer communication practices.

I opened and maintained a savings account because it suited my financial circumstances and what I could afford. I have always acted on the information available to me and the balance displayed by the bank. I should not be held automatically liable for an unexplained balance arising from transactions that FNB claims were not properly processed, particularly when I received no notification of the alleged outstanding amounts.

My demands are as follows:

* That FNB immediately places the disputed balance on hold and suspends any collection activity, interest, additional fees or adverse credit reporting relating to this amount while the matter is investigated. * That FNB provides me with a complete, itemised statement of the disputed transactions, including the original transaction dates, amounts, processing dates, settlement dates, and an explanation of why these transactions were not cleared when they occurred. * That FNB provides a written explanation of how the account was allowed to reflect an available balance that did not accurately represent my actual financial position. * That FNB investigates the matter and reverses the disputed amount if it arose from a bank processing or system failure for which I should not be held responsible. * That FNB facilitates the urgent closure of my account today, 15 October 2026, without requiring me to acknowledge, accept or pay the disputed balance as a condition of closing it. If immediate closure is not possible, I require a written explanation of the specific reason and the steps FNB will take to resolve the issue urgently.

For the avoidance of doubt, I formally dispute the alleged outstanding balance and do not acknowledge it as a debt owed by me. I will not accept liability for an amount that has not been properly substantiated and explained.

I am extremely disappointed that, as a customer, I am expected to bear the consequences of transactions that the bank itself says were not cleared by its system. Customers should be able to trust their bank’s records and the balances displayed on their banking applications. It is unacceptable for a customer to discover an alleged debt of thousands of rand only when attempting to close an account.

If FNB fails to resolve this matter satisfactorily and urgently, I will escalate my complaint to the appropriate banking ombudsman and any other relevant regulatory authority. I reserve all my rights in this matter.

Please treat this as a formal complaint and provide me with a complaint reference number, confirmation that the disputed balance has been flagged, and written feedback on the urgent account closure request.

I expect a substantive response addressing each of the concerns raised above, rather than a generic explanation of how virtual card transactions work.