Turned away from the bank

I went to Forest Hill branch today and was supposed to be assisted by the consultant of counter 5 at 11:06 and did not write down her name. I am under debt review and went to ask the bank to email a written instruction letter required by the Debt Review department regarding an R84.00 overdraft I want to settle as well as to call Directaxis personal loan department regarding settlement letter of the loan paid up last week Wednesday on the 4th of October. Instead of being assisted I was told that my surname has been changed on system since FNB's system is linked to Home Affairs, I must possess an Id book with my marriage surname or marriage certificate. Since when does the bank refuse to assist a customer because of a surname even though I have been using the same Id for 15 years, my thumb print is the same, I have worked for FNB and have never heard of such a thing. Since when does the bank campaign for Home Affairs? Does Home Affairs gets involved in where you bank? Am I missing something? I have been going to the same branch this year and my surname never came up and it was never a reason to refuse me service.

I left the branch angry and was called to fetch a part of my id book left at the branch. I asked to speak to the Manager and was told she is not in however the 2nd Manager in charge was available whom I did not write down her name as well. She also told me the same thing that THEY CANNOT HELP ME! She never even me asked what I wanted to do and how she can assist me. The way I see it is that the consultant was not interested in assisting me since I came with a Query not a Sale. I felt like I was wasting her time because she is not going to make commission out of me. It felt like I was being forced to change my surname and she even commented that I am married and don't understand why is this any of her business hence the bank slogan is How Can We Help You! Today I went to the bank for nothing because I was turned away, not even I will help you however in the future we will require your marriage certificate. How come she is the only one who noticed my surname. Why other consultants never mentioned it before? That's why I hate going to the bank and prefers to do Online banking. Did FNB wake up today about a surname change? And if it is that important why was I not notified just like when you remind us to submit FICA docs.

The odd thing is FNB Debt Review department requires a signed written instruction to settle an overdraft, never heard this before. I have opened account online and was never told to write a letter.

I am still waiting for Direct Axis to settle my loan account since I have paid it in full and the loan still reflect on their Online banking. I called Direct Axis today and their system is always experiencing technical difficulties. It took me almost a week to get through for a settlement letter.

When you owe the bank you are treated like trash, a ***** because of your financial situation however when you want to settle your debts you are still treated like you are a pain in their ass. I was treated differently and was once told by a consultant that since I am under debt review I cannot be assisted due to a technical error experienced just to decrease my overdraft online.

I am disappointed, disgusted as I am a law abiding citizen of this country and all I wanted was to be provided the service I wasted my petrol for.