TURNED AWAY WITHOUT ANY OPTION TO BE ASSISTED BY FNB BRANCH IN MBOMBELA THE GROOVE

My name is Margaret, my mom is Josephine Mlangeni. I took my 84 year old mom to FNB on the 3rd of May 2024 to query about 4 unauthorized debit orders that were taking her pension money without her permission. We were hopeful that we will be assisted in one of our local FNB in mbombela but it was not so. We were told that FNB branches cannot reverse debits. The consultant called the reversing debit orders unit which made my mom to hold for more than 30 minutes, when we complained about the waiting period we were told it is monthend We told the consultant our problem of the debits, she told us that she will begin reversing the debits in February, each debit will cost my mom R127, R47 is for reversal, R80 is for stopping the *****sters. For the 3 months, the cost will be R564 for reversal, then the stopping cost will be R960, total will be around R1524 for a pensioner. We were given an option of reporting the matter as *****, we were told we will have to wait for another hour for the ***** Department to pick up our call. The matter will take some days to resolve. After sitting there for almost 2 hours we were not assisted. I asked about an email address that we can send our request instead of waiting for them to pick up the call, we were told, it is not available. The only option is the calling at our own cost. My mom was not assisted, the *****sters are enjoying her money. They didn't even offer to call us back or to escalate the matter in the branch, they said the only people to assist are the ones reachable only by call. How can FNB send clients away without assistance especially old people. What about those old people with no one to assist them, *****sters are targeting vulnerable people and FNB is doing nothing to protect its clients. I am not happy with their don't care approach. My mom doesn't have money to pay for the reversal of the debits, it is more than half of her monthly pension pay out, it it not fair. I expected them as a branch to assist her with investigating or reporting the matter to relevant units and take our details to call us when they are done with investigation but no, she was treated like her money doesn't matter.