Unauthorised debit order, poor customer service and unresolved complaint.

I have a cheque card, credit card and savings account with fnb. I only use the savings account for my savings pocket - nothing else. I make payments to the credit card manually from my cheque card. Last week a debit order went off on my savings account. The account didn't have sufficient funds so I was also charge an insufficient funds fee of R110. The account was then in arrears. 1. I did not authorise a debit order for my credit card on any of my accounts. 2. I did not authorise a debit order to go off my savings account. If I had authorised a debit order for my credit card payment, I would have authorised for it to go off on my cheque account as this is my daily account. 3. I queried this on my banking app but was sent from pillar to post - the bankers noted that my account was not in arrears so they transferred me to the credit card department who did not get back to me. 4. I called and lodged a formal complaint last Wednesday 1 September 2021 with your service consultant Zoya. 5. She noted that she had lodged the complaint to the relevant department and someone would call me to resolve my complaint. 6. Somebody did call me but he said that the complaint was lodged to the wrong department and it would be routed to the correct department. 7. The day after (Thursday 2 September 2021), with no contact or further communication regarding my complaint, I received a request on my banking app for a debit order approval to go off on my cheque account. I rejected it on grounds that I do not have clarity on the status of my complaint and I prefer to make manual payments. 8. That same day, I called and spoke to Zoya again and explained to her that I had been contacted, but not by the relevant department, I had not received further communication but had received a debit order request on the app which I rejected on the grounds noted above. She noted that she will escalate the matter and someone would get in touch with me. 9. On Monday 6 September 2021 no one from the "correct" department had got back to me. 10. This morning, I received an email from Loseph (service consultant ***) noting "The debit order was accepted the day you accepted the quotation of the credit card and cannot be removed". I proceeded noted again that I did not authorise a debit order for my credit card on any of my accounts let alone my savings pocket. I also noted that I rejected the debit order request on my cheque account. Upon which he responded "When debicheck was activated/accepted on online banking the account selected was the savings pocket account. We have corrected it and the debit order going forward will go of your current account". 11. Again, I did not accept the debit order request on my savings account – I have had the credit card for about a year. Nor have I received any debit order requests, on any of my account, for my credit card prior to this. I sent him a screen shot from the banking app with the notification I received when I rejected the debit order request on my cheque account. He is basically saying that it is invalid. 12. Please note, I have received no direct communication (a phone call) from Loseph. 13. When I lodged my complaint, I was asked what my desired outcomes are. I noted that I expect that the fees debited on my savings pocket to be reversed as, again, I did not authorise any debit order for my credit card to go off on this specific account or any of my accounts with fnb. 14. A week later 8 September 2021, the fees are not reversed and I have received no further communication in this regard. 15. The latest email from Joseph today notes "Kindly attach the statement of the fees which should be reversed? The savings pocket processed the debit order instead of the cheque account as you accepted the debi check." I DID NOT ACCEPT OR AUTHORISE A DEBIT ORDER ON MY SAVINGS POCKET.

I am disappointed, to say the least, with the service I have received from fnb in this regard. The gentleman who called me initially, from the "wrong" department”, asked me if I could go to the branch to get my complaint resolved. Really? In 2021, with a bank that's supposed to be digitally advanced and I am being asked to go resolved the issue inside the branch?

Come on fnb, please can my complaint be escalated further. I am not happy. Please can I be paired with a consultant that will attend to my complaint comprehensively.