Thieving and most ********* and unprofessional business / banking practices

1) 17/18 Feb 2020 - I am sure I spoke to a few consultants and even with calls cut out and eventually I spoke to a gentleman at your call centre. He had advised that all the forex payment transaction will be charged at a standard rate of 0.55% of transferred value. So the scenario we confirmed on the phone was if we transfer USD1000, it will only be USD 5.50 charge from FNB. We were looking at solutions around using Paypal and Payoneer to pay our overseas service provider hence the exercise. I recalled speaking to someone about Paypal as well from FNB and the charge was around 9% if I am not mistaken. So this information helped us a lot going forward. But clearly it was INCORRECT. But I trusted FNB for the information so I have NEVER queried it nor did I ever check the USD bank statement from March to June 2020. (please see email attached which I sent to my Chinese counterpart. It is rather embarrassing not knowingly that I have been ****** by your bank and wrong information)

2) 23/06/2020 - I made a few forex payment (please note that WE have processed global receipt prior and we received in USD into our FNB USD account). There was a few charged already upon receiving USD. And some USD was exchanged into RAND value which was also charged with so called COMMISSION (from USD TO RAND ONLY). And all the global payment was set to split the bank charges 50/50. And it is to date that NOT ONE person or company has complained about the short payment from our company's end.

3) 23/06/2020 - I received a complaint from one of our service provider overseas advising that he received USD 176.00 instead of USD 209.00 as I have transferred. And in the same instance and same payment set up I have done in May 2020, he received the FULL invoice amount of USD 137.50 and NOT one cent short. So the discrepancy was huge therefore while I advised him to contact his bank for clarity and I have done the same with FNB. It is when I noticed there are fix charges (all the charges looks identical as they were CONVERTED from RAND R125.00 (Swift transaction fee) plus R195.00 (Swift Commission fee) which is equivalent to USD 7.27+- and USD 11.34 +-

4) 23/06/2020 - so I contact your call centre and the first consultant couldn't even understand USD 100 vs RAND 1700 value are equivalent so I asked for a team leader. And 2nd person the team leader could NOT explain to me about the charges and said that she needed to investigate (Vanie). Then I received a call from Brandon who was instructed by the team leader to give me a call and he also could not explain to me the double charges. All of us had the same understanding that there was a MINIMAL charge of global payment and 0.55% was used to calculate to determine the charges in between 160 - 650 depending on the amount being paid and transferred. I instructed Brandon to send me an email as a reference which he had done. And to the shock of my life that I have noticed that FNB has charged USD 19.00 +- for a USD 14.00 transaction and that charge was meant to be shared 50/50. So it means, from SA side, we ended up owing FNB USD 5.00 and another half charge will be imposed to my service provider in his country.

5) 24/06/2020 - I sent an follow up e-mail to Brandon and he mentioned it was still being investigated in the morning. And Brandon sent me the second e-mail around 16:00 SA time to advise the charges were correct...and sent me the link to the PDF file.. (which is laughable in my opinion). So no one could explain to the customer from February 2020 to June 2020 about a simple transaction questions.

6) 25/06/2020 - Some business manager e-mailed and try to contact me. Lizette Abrahams