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dR
dm R

1 reviews | Active since Apr 2016

03 Jul 2019, 14:57

Unauthorized Debit by collections department & Calls not answered

As I type this review I'm currently still busy holding on for collections department to answer the phone. So far I've been holding on for 1 hr 29 minutes! Never mind the many hours I've been holding on since last week as well!

Fnb collections did an unauthorized debit from my cheque account of R2553.43 on 28 June at 11am. Not only did they do that, they also voided my available credit and gave me an available balance of R0!

Countless phone calls, with collections telling me they did not do the debit, that my account is in good standing, that I must call credit card customer care, which I have done countless times. YET the amount debited is exactly the same amount, to the cent, that collections tried to debit in May. Yet my account payment have been up to date and my credit card not overdrawn.

Now 6 days later. The R2533.43 is STILL showing as uncleared in my credit card account and my available balance is still R0!

I have resorted to using the chat on fnb app, with the staff being very helpful, in telling me that it was indeed collections that did the debit and that they are the one's who are not clearing the unauthorized amount that they debited. They chat staff even phoned me to try and help, but seems the fault lies at collections and they put me through to collections.

So 6 days later, unauthorized debit by collections department, funds not cleared, credit card balance not updated and now at this very moment holding on for 1hr 40 mins to be exact!

This utterly disgusting service!

0
Replies (5)
dR
dm R's update03 Jul 2019, 15:19
Reviewer Update
Lovely, after holding on for 2 hours, collections now cut the call! In all the years I've been with FNB, since FNB started, I'm absolutely shocked at how their customer service as deteriorated!

FNB chat staff are now going to call collections for me again. Let's hope this time collections answers the phone.

dR
dm R's update03 Jul 2019, 15:36
Reviewer Update
Got through to collections, only to be told i can speak to a manager or team leader as they are in a meeting and that even if i spoke to them, there's nothing they can do, as they can view my account because it's not with collections. This despite fact that it is a fact that the unauthorized debit was done by collections. So the person Misky, has put me now through to credit card customer service, where I'm once again holding on, listening to music on the phone. Which from my experienced over the last 6 days, means holding on for hours again, to no avail OR if I'm lucky to get through, I will most probably be transferred to collections once again.

This is so very frustrating!
FNB (First National Bank)
FNB (First National Bank)'s reply03 Jul 2019, 15:44
Official
Good Day, 

Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused. 

A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback. 

The reference number is ***NF.

Regards,
 
Hello Peter Complaints Team 

*** 
dR
dm R's update03 Jul 2019, 16:08
Reviewer Update
I just want to thank Tamile from credit card customer service. She discovered that despite collections saying my credit account is not blocked, my credit card was indeed still blocked and was indeed still with collections, despite the account not being in arrears.

Although she could not assist with clearing the funds and adjusting my available balance, she has unblocked my credit card, for which I'm grateful. She said that by Friday my funds will be cleared and that my available balance will be visible once again.

I will wait for Friday, to see if this prediction rings true.
dR
dm R's update03 Jul 2019, 16:53
Reviewer Update
A lady from FNB called me now, in response to my review. Sorry, I did not hear your name properly, but just want to thank you for taking the time to call me about my issue. Much appreciated!