Unallocated payment

Firstly, if I could rate FNB a ZERO, I absolutely would.

I have been engaging with FNB's customer service team and credit card team for almost a month regarding a payment made to my FNB credit card from another bank, yet the funds have STILL not reflected in my account. The payment was made on 29 September 2026, and as of today, 21 October 2026, this issue remains unresolved.

What makes this situation even more frustrating is that I am potentially liable for interest and additional charges on an amount that has already been paid. Meanwhile, I am left chasing FNB for a resolution to a problem that should have been investigated and resolved by now.

I was initially provided with an email address to submit proof of payment, which I did. I was subsequently asked to resend the same proof of payment twice more, meaning I have now submitted it THREE times. Despite this, my case continues to be passed from one department to another, with no clear answers or meaningful progress.

Every time I follow up, I receive a different timeframe for resolution, only for the matter to be escalated or transferred to yet another department. The responses feel robotic, and there is no indication that anyone is taking ownership of this issue.

As a loyal FNB client, I find this level of service completely unacceptable. How can a payment remain unallocated or unreflected for this long, despite repeated follow-ups and proof that the payment was made? Why must I continuously chase a financial institution to resolve an issue that directly affects my account?

FNB needs to take accountability for this matter. I expect the payment to be traced and allocated urgently, written confirmation that I will not be unfairly penalised with interest or additional charges resulting from this delay, and a clear explanation of why this has taken almost a month to resolve.

This experience has seriously undermined my confidence in FNB's customer service. Being a loyal client should mean something, yet this situation has left me feeling completely disregarded.

I am no longer interested in receiving another generic response or being given another unrealistic timeframe. I want this matter resolved, and I expect someone to take ownership of it from beginning to end.

Absolutely disappointing service from a bank that should know better.