SS
Stella S
1 reviews | Active since Apr 2014
24 Feb 2026, 16:41
Unauthorized PayShap Registration
Dear Sir/Madam, I am writing to formally lodge a complaint regarding the unauthorized registration of my profile for the PayShap service. Please see the attached SMS I received, which indicates that I have been registered for this service and provides a number for me to call should I wish to de-register. I did not request or consent to being enrolled in PayShap. My profile with First National Bank is clearly marked as “No Marketing.” I have not provided consent for any additional products or services to be activated on my account. It is therefore unacceptable that I was registered for this service without my prior knowledge or explicit authorization, and then required to take steps to reverse something I did not request. Kindly provide the following in writing: 1. The legal and contractual basis on which I was registered for PayShap. 2. Proof of the consent you rely on for this registration (if any exists). 3. Written confirmation that I have been fully de-registered. 4. Assurance that no further products or services will be activated on my profile without my explicit consent. I expect a written response within 7 working days. Failing satisfactory resolution, I will consider escalating this matter to the appropriate regulatory authorities
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Replies (2)SS
Stella S's updateReviewer Update
25 Feb 2026, 16:19Your replay does not meet the requirements as i do not use the app and feel free to call me:
Dear Mr Pillay, Your response does not address the core issue. At no stage did I consent to being enrolled in PayShap. When I opened my account with FNB, the agreement I entered into did not include automatic subscription to future third-party or additional payment services without my explicit consent. Furthermore, the banker who assisted me clearly recorded that I do not consent to marketing or additional product offerings. The automatic registration of my profile for PayShap — without prior notification, opt-in consent, or my express approval — is unacceptable. I do not agree with FNB unilaterally enrolling me into new services after account opening, particularly where my profile is marked as “no marketing”. Kindly provide the following in writing:
Mr LJ Swanepoel
Dear Mr Pillay, Your response does not address the core issue. At no stage did I consent to being enrolled in PayShap. When I opened my account with FNB, the agreement I entered into did not include automatic subscription to future third-party or additional payment services without my explicit consent. Furthermore, the banker who assisted me clearly recorded that I do not consent to marketing or additional product offerings. The automatic registration of my profile for PayShap — without prior notification, opt-in consent, or my express approval — is unacceptable. I do not agree with FNB unilaterally enrolling me into new services after account opening, particularly where my profile is marked as “no marketing”. Kindly provide the following in writing:
- The specific clause in my original account agreement that authorises FNB to automatically subscribe me to new services without consent.
- Confirmation that no fees whatsoever have been levied.
- Confirmation that no personal information has been shared with any external entity.
- Written confirmation that my PayShap profile has been permanently deregistered.
- Confirmation that my “no marketing / no additional products” preference remains active on your system.
Mr LJ Swanepoel
SS
Stella S's update25 Feb 2026, 16:19
Reviewer Update
Your replay does not meet the requirements as i do not use the app and feel free to call me:
Dear Mr Pillay, Your response does not address the core issue. At no stage did I consent to being enrolled in PayShap. When I opened my account with FNB, the agreement I entered into did not include automatic subscription to future third-party or additional payment services without my explicit consent. Furthermore, the banker who assisted me clearly recorded that I do not consent to marketing or additional product offerings. The automatic registration of my profile for PayShap — without prior notification, opt-in consent, or my express approval — is unacceptable. I do not agree with FNB unilaterally enrolling me into new services after account opening, particularly where my profile is marked as “no marketing”. Kindly provide the following in writing:
Mr LJ Swanepoel
Dear Mr Pillay, Your response does not address the core issue. At no stage did I consent to being enrolled in PayShap. When I opened my account with FNB, the agreement I entered into did not include automatic subscription to future third-party or additional payment services without my explicit consent. Furthermore, the banker who assisted me clearly recorded that I do not consent to marketing or additional product offerings. The automatic registration of my profile for PayShap — without prior notification, opt-in consent, or my express approval — is unacceptable. I do not agree with FNB unilaterally enrolling me into new services after account opening, particularly where my profile is marked as “no marketing”. Kindly provide the following in writing:
- The specific clause in my original account agreement that authorises FNB to automatically subscribe me to new services without consent.
- Confirmation that no fees whatsoever have been levied.
- Confirmation that no personal information has been shared with any external entity.
- Written confirmation that my PayShap profile has been permanently deregistered.
- Confirmation that my “no marketing / no additional products” preference remains active on your system.
Mr LJ Swanepoel
SS
Stella S's updateReviewer Update
28 Feb 2026, 12:13 Dear First National Bank,Thank you for your response to my complaint and for the manner in which you addressed the issue. Unfortunately, your reply and conduct have left me deeply dissatisfied.I am particularly concerned that I was registered for a service I did not request, despite my profile clearly indicating “no marketing.” Furthermore, being instructed to use your banking app in order to deregister the service is unacceptable. There is a valid reason why I do not make use of the app for my banking, and that preference should be respected.You did not even attempt to call me or send an email to resolve this matter. Nor was my email to your care department properly addressed. According to HelloPeter, the contact person handling complaint reference ***NF is a Mr Pillay. Based on the level of service rendered, you may wish to reward Mr Pillay, as this apparently reflects your standard of excellence.The overall impression created is that customers are expected to comply without question — that we must simply accept decisions made on our behalf and be dictated to regarding how and what banking channels we must use, all to satisfy FNB’s internal requirements, while it is ultimately customers’ funds that keep the bank in business.In addition, being addressed as “Mrs” when I am Mr L.J. Swanepoel is both degrading and unprofessional. Such errors reflect poorly on your customer service standards.As a result of this experience, I have decided not to renew my fixed investments and will be moving my 30-day accounts upon their maturity in September 2026. Your handling of this matter has eroded my trust in your institution.I also intend to escalate this matter to the National Financial Ombud Scheme South Africa for further review.Kind regards,
Mr L.J. Swanepoel
Mr L.J. Swanepoel
SS
Stella S's update28 Feb 2026, 12:13
Reviewer Update
Dear First National Bank,Thank you for your response to my complaint and for the manner in which you addressed the issue. Unfortunately, your reply and conduct have left me deeply dissatisfied.I am particularly concerned that I was registered for a service I did not request, despite my profile clearly indicating “no marketing.” Furthermore, being instructed to use your banking app in order to deregister the service is unacceptable. There is a valid reason why I do not make use of the app for my banking, and that preference should be respected.You did not even attempt to call me or send an email to resolve this matter. Nor was my email to your care department properly addressed. According to HelloPeter, the contact person handling complaint reference ***NF is a Mr Pillay. Based on the level of service rendered, you may wish to reward Mr Pillay, as this apparently reflects your standard of excellence.The overall impression created is that customers are expected to comply without question — that we must simply accept decisions made on our behalf and be dictated to regarding how and what banking channels we must use, all to satisfy FNB’s internal requirements, while it is ultimately customers’ funds that keep the bank in business.In addition, being addressed as “Mrs” when I am Mr L.J. Swanepoel is both degrading and unprofessional. Such errors reflect poorly on your customer service standards.As a result of this experience, I have decided not to renew my fixed investments and will be moving my 30-day accounts upon their maturity in September 2026. Your handling of this matter has eroded my trust in your institution.I also intend to escalate this matter to the National Financial Ombud Scheme South Africa for further review.Kind regards,
Mr L.J. Swanepoel
Mr L.J. Swanepoel