Urgent Complaint: Incorrect Account Closure, Unauthorised Charges & Missing Refund

Dear FNB Private Clients Team,

I am writing to express my extreme dissatisfaction with the poor service I have received regarding the closure of my account.

I requested the closure of my FNB account in March 2025 via the banking chat. On 2 April 2025, I received an email acknowledging the closure request, and I reasonably assumed the account would be closed within the standard 14 business days.

However, despite this, the account remained active for months, and FNB continued to debit bank charges. No one notified me that the account was still open or that charges were accruing.

To make matters worse, on 29 October 2025, a deposit was made into my FNB account in error. Instead of receiving the full amount, R1 200 was deducted because the account had been allowed to accumulate a negative balance due to ongoing bank charges that should never have been app****.

I requested a refund for these charges before the account was closed so that the closure could be processed correctly. Instead, the account was closed on 4 November 2025 without the refund being issued. This is unacceptable and reflects serious negligence on the part of the staff responsible.

Since then, I have made multiple calls and spoken to several agents, none of whom seem to know what is happening or how to resolve the issue. I am exhausted from repeatedly explaining the same situation with no progress.

My concerns are as follows:

Why was my account not closed within the timelines communicated to me?

Why was the account kept active and charged monthly fees despite my closure request?

Why was R1 200 deducted from funds deposited in error due to FNB’s failure to close the account?

Why was the account closed without issuing the refund first, as required by proper procedure?

Why has no one taken ownership of this issue?

I am requesting the following immediately:

A full refund of all bank charges app**** from the date of my initial closure request in March 2025 up to the account’s closure on 4 November 2025.

The immediate refund of the R1 200 deducted on 29 October 2025.

A written explanation for the delays, errors, and lack of communication.

Confirmation in writing that this matter is being escalated to a senior manager.

This experience has been extremely frustrating, unprofessional, and time-consuming. I expect urgent resolution.