Unauthorised Debit order and Poor customer service

Dear FNB,

I am writing this to formally raise a complaint regarding an unauthorised debit order of R290 that has been deducted from my account by a company I do not know, recognise, or have ever authorised. I have been banking with FNB for over 15 years, and I am beyond disappointed at the lack of support I’ve received regarding this matter.

I contacted your debit order disputes department to have this amount reversed and the debit order stopped. However, I was told that I must contact the company directly. This makes absolutely no sense, as I do not know the company, nor did I ever give them permission to debit my account. I have other debit orders on my account which I have personally approved—this one is not among them. I am clearly stating that this is unauthorised, and yet I am being told there is nothing FNB can do.

This response is not only frustrating, it’s unacceptable. It makes me feel that my concerns and loyalty as a customer mean nothing. I also recently raised a dispute regarding a **** transaction, and again, the outcome was a refusal to assist. Why must I continue to bank with an institution that refuses to stand by me when it matters most?

What has made this experience worse is the poor attitude and lack of professionalism I encountered when I called in. I spoke to a consultant named Busisiwe in the debit order disputes department. She was dismissive, did not even attempt to review my profile or assist me meaningfully, and simply repeated that I must contact the company. When I asked to speak to her team leader, she made me hold until the call cut off—no call back, no follow-up.

I am truly discouraged and feel forced to consider taking my banking elsewhere if this is the service I can expect from FNB going forward. I am requesting that this matter be urgently investigated, the unauthorised debit reversed, and steps taken to ensure it does not happen again.

I hope this complaint is taken seriously and escalated to the appropriate department. I deserve better.

Sincerely, Nondumiso Cele Mbokazi *** ***