Treating Customers Fairly (TCF) non-existent at First National Bank/Fnb!

I have a personal bank account (pba) with Fnb & a mortgage bond (mb) too.

At the end of January 2022 I did not have sufficient funds in My pba to cover the mb & therefore opted to make a manual payment into the mb account within the specified time frame. However My pba was debited & this transaction led to My pba being in arrears, this transaction was not reversed due to the pba not containing sufficient funds.

I then contacted Fnb to why the transaction had not credited post the debit, I was sent from pillar to post as the Consultant too did not understand why the transaction was not reversed as set by precedent.

I checked the statement of My pba & it is now reflecting a charge for a S129 letter regarding this matter, I have not received any form of communication (telephone or email) from Fnb or any clarity regarding this issue.

I honestly believe that an entity should not be preaching TCF when it does not even understand what it encompasses!