Unfair debit order penalties

On the second of November FNB penalized me a total of R650 for debit orders paid with insufficient funds. At the same time as they did that they cleared the debit orders with funds I had transferred into my account. One of the R110 penalties was for a R95 payment to FNB credit card insurance. I wanted those penalties to be reversed since the funds were in my account and paid the same day.

I have not been able to discuss this with anyone since premier banking either does not answer or puts me through to a bot which tells me to download or go to the fnb app – no use to me in this circumstance. I waited 35 minutes at one stage to get through to no avail. On other occasions the bot just tells me to go to the app then cuts me off. The chat line on online tells me they can’t help because my device is not verified, even though I have verified it three times and on that point if its not verified why do I receive sensitive messages from fnb on it? The online chat said they would transfer me to digital banking – then nothing happened. This morning I phoned another number and managed to speak to someone who said she would have to transfer me to premier banking – I was then cut off yet again. I sent an email to fnbcare to complain. All i got back was an automated reply with the same numbers i had been trying and a graph showing how to download the app and log a complaint The penalties are iniquitous and outrageously unfair. The customer service is just plain non-existent.