Unauthorised debit adjustment

I am writing to lodge a formal complaint regarding the recent debit adjustment app**** to my credit card account, in which funds previously credited over the past 2 to 3 years were suddenly removed in one lump sum on the 29th of August 2025 of over R21 000.

While I understand that erroneous credits may be corrected, I wish to raise the following concerns: 1. Prescription Act (Act 68 of 1969): In terms of Section 10, most contractual and enrichment claims prescribe after 3 years unless interrupted. I therefore request a full breakdown of all reversed transactions, including the exact dates the alleged erroneous credits occurred. This will allow me to determine whether any portion of the bank’s claim has already prescribed. 2. Unfair Prejudice & National Credit Act / Consumer Protection Act: The sudden removal of the full amount, without prior agreement or arrangement, has caused severe financial hardship. As discussed with the debt review department. I understand that they tried to call me however I was unavailable over the phone for a few days due to a death in the family, no email or sms attempt was made. I was emailed after the fact to be told my account had been debited and sms'd only when my account required payment to revert to good standing. In terms of the National Credit Act and the Consumer Protection Act, banks are required to act fairly and reasonably in their dealings with consumers. A lump-sum reversal, without discussion, is neither fair nor reasonable. 3. Request for Resolution: I request that the debited funds be temporarily reinstated pending a proper review. Any amount lawfully recoverable should be addressed through a reasonable repayment arrangement rather than a lump-sum deduction.

I have also lodged this complaint with FNB directly and tried calling multiple people, I get transferred from one line to another without any resolution. FNB took out more than my credit limit and has not put me into arrears.

Please confirm in writing whether the bank intends to rely on unjust enrichment, and provide legal grounds if so.

If this matter is not resolved satisfactorily within 20 business days, I will have no choice but to escalate it to the Ombudsman for Banking Services (OBS) for further intervention.

I look forward to your urgent response and a fair resolution.