Unhappy

I am extremely unhappy with the service i have received from FNB Collections. I felt the consultant was very cold in her approach and that she could have offered more assistance in getting the full amount deducted returned. I could be mistaken and the consultant had done her best, but she made me feel like she could do more but just wont. Please listen to the recordings and tell me how you would feel after dropping the call with her. I would firstly like to say that in no way am i disputing the fact that i am in arrears with a loan i took with FNB, i am unhappy that a deduction was done on my account without my permission, this amount was meant for my rent. This morning a deduction of R7000.00 was deducted from my account and when i called to enquirer about this i was told to speak to the FNB Loan collections department. I was assisted by a consultant (unfortunately i did not hear her name), who explained that this amount was deducted because my loan account is in arrears. I went on to explain to her that i understand this and that i will gladly make arrangements to start paying back the money owed, all i wanted was the amount deducted to be returned so i can pay my rent, but she told me that there is no way that the full amount deducted will be returned. She said she will motivate for R3500, if i agree for FNB to deduct R3000 monthly going forward. I told her that i really needed the full amount refunded because i needed to pay my rent, she said there is nothing she can do to assist and that R3500 is all she can motivate for. She then went on to tell me that she sees the salary i receive in my account and that she sees that i pay R345 for rent. I told her that my rent is not R345, and the amount she sees is part of the payment i made when i moved into this new place last month. I even told her that if she likes i can send her my rent slip. The salary i earn should not have been discussed because the consultant does not know my financial obligations and the consultant should not have assumed she knows what my rent is. After all this she then told me they cannot see the amount reflected as paid on their system and therefore she can only request the refund tomorrow. Then i would need to wait another 48hrs before i receive the R3500 into my account and she cannot guarantee that amount will be returned. All that i am requesting is that the amount of R7000 be returned so i can pay my rent. I am a single parent with 2 kids and cannot afford to loose where we are staying because we have nowhere else to go. I understand that FNB is a business and i need to pay back the money i borrowed, but please can alternate arrangements be made and my rent returned. I would be grateful if i received R6500 (my full rent with lights).