Unresolved Complaint Despite Escalation

There’s a reason FNB has such a low trust rating.

Last November, FNB incorrectly rejected a debit order for my Telkom account. FNB initially charged me a rejected debit order fee, which was later reimbursed after they acknowledged the error.

However, as a direct result of the same rejected debit order, Telkom charged me an additional rejected debit order fee. Telkom has refused to reverse this charge as the rejection did not originate on their side. My local FNB branch told me to email their FNB Care division with statements and proof of the charge in order to be reimbursed. I did so.

More than a week later, I received a call from FNB during which I was transferred between multiple consultants. Instead of being assisted, the call was disconnected. A few minutes later, I received an email stating that my complaint had been closed, despite no resolution having been provided. I queried this immediately.

Following my query, I received another call from a different FNB employee who confirmed she could see the issue, advised that the matter had been escalated, and assured me that either she or another colleague would contact me with feedback shortly.

It has now been 11 days, and despite several follow-up emails, I have received no response, no update, and no resolution.

This is a straightforward matter with clear evidence, yet it has been handled poorly from start to finish. I am still waiting for FNB to take responsibility and reimburse the financial loss incurred as a result of their error. Perhaps it’s time to lodge a formal complaint with the Financial Ombudsman.