Urgent Complaint Regarding Poor Service and Unexplained Negative Balance

Good morning FNB,

My name is Sthembiso Gugulagalela Mtshali, and I am writing to raise a serious concern regarding the service I received from your call centre yesterday.

When I checked my bank balance, I noticed that my account reflected a negative balance of –R71. This immediately worried me, and I decided to use my airtime to call your customer service line in order to understand why my account was in the negative. Unfortunately, the agent I spoke to was unable to provide me with a clear and proper explanation regarding the situation. Instead, she assured me that her manager would return my call around 2pm to review and reconcile my account.

Regrettably, that promised call never came, and as of now, I am still waiting for any form of feedback or resolution. This has left me extremely frustrated and disappointed. I feel that my concern was not taken seriously, and as a client, I believe I deserve both respect and efficient service.

Please understand that every cent in my account matters to me, and I cannot accept being left without a proper explanation as to why my balance went into the negative. I kindly request that you investigate this matter urgently, provide me with a clear explanation, and correct any errors that may have been made on my account.

I also ask that you review the conduct of your staff in this matter, as it is unacceptable for a client to be promised a follow-up call that never takes place.

I look forward to your urgent feedback and a swift resolution.

Sincerely, Sthembiso Gugulagalela Mtshali