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Jon S

1 reviews | Active since Mar 2020

31 Jan 2025, 20:30

Urgent Complaint Regarding Refund and Unacceptable Service

First National Bank

I am writing to formally express my extreme dissatisfaction with the appalling service I have received regarding my refund following the sale of my property, which was financed through your institution. I have been a loyal client of FNB for over 12 years, during which your bank has handled all my financial matters, yet I am now facing unnecessary, frustrating, and completely unacceptable obstacles in receiving money that is rightfully owed to me.

Despite providing all required documentation—including proof of account, bank statements, and completing the necessary refund paperwork—your bank has repeatedly refused, delayed, or outright failed to process my refund into my primary FNB cheque account. Instead, I have been met with incompetence, misdirection, and a complete lack of accountability from every department I have been in contact with.

For three days now, I have been subjected to a never-ending cycle of online app messages, being passed from one department to another, with no one able to provide a concrete answer or resolution. I have now received multiple emails from the attorneys handling the transaction, stating that FNB either "can't" or "won't" process the payment into my account—an account that has been my primary financial hub with your bank for over a decade.

This level of service is not just inefficient; it is disgraceful. It is unacceptable that a financial institution of your stature operates with such a lack of coordination, transparency, and basic customer service. Your app, which is supposedly designed to assist clients, is utterly ineffective when it comes to resolving real issues. Instead of offering unnecessary gimmicks, your focus should be on ensuring seamless banking operations and delivering the service your clients expect and deserve.

I demand an immediate resolution to this issue. I expect:

1. A clear explanation as to why my refund has not been processed into my FNB cheque account.

2. A direct and competent point of contact who can resolve this issue without further unnecessary back-and-forth.

3. Immediate action to release my funds without any further delay.

Failure to address this matter urgently will leave me with no choice but to escalate my complaint to the Ombudsman for Banking Services. I have exhausted all reasonable avenues of resolution, and I refuse to tolerate any more delays or incompetence from your institution.

I await your immediate response.

Sincerely, JONATHAN SKELTON

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Replies (2)
JS
Jon S's update31 Jan 2025, 22:49
Reviewer Update
Enough is Enough – Do Your Job

FNB’s reputation for incompetence and non-responsiveness continues to prove itself true. Instead of focusing on actual banking services, you pour resources into flashy, unnecessary “innovations” that do nothing but squeeze more money out of customers. Do you really think we don’t see through these profit-driven gimmicks?
Your app is nothing more than a dressed-up money trap, and your so-called “customer service” is a joke. People don’t need more hidden fees, misleading policies, or robotic excuses. We need a bank that actually delivers competent service—something FNB consistently fails to do.
You’ve become yet another institution that prioritizes profit over people, taking advantage of those who have no choice but to rely on you. It’s shameful. Instead of pretending to revolutionize banking, how about you start by simply doing your job—efficiently, transparently, and without nickel-and-diming your customers at every turn?
Enough is enough. Act like a real bank or continue to lose what little trust remains.

JONATHAN SKELTON
JS
Jon S's update03 Feb 2025, 02:57
Reviewer Update
Urgent: Refund & Discrepancy in Home Loan Closing balance
HI all
Please see attached documents regarding the issues that urgently need to be resolved.
1. Refund of R6,664.55 for Rental Occupation
FNB deducted R6,664.55 on 31st January 2025, despite the property transfer and closure occurring on 29th January 2025. Since ownership had already changed, FNB is responsible for this payment and I want a refund as this is off my name on the 29th January 2025
I expect this amount to be refunded to me immediately.
2. Home Loan Closing Balance – Unexplained Charges
I have attached my last home loan statement, which does not match the R35,000+ that I am now being told I owe. I have done my research, and bond cancellation fees are typically R5,500 – R6,000, so I demand a full and transparent breakdown of these additional charges.
This is a substantial discrepancy, and I will not accept vague responses or unexplained costs. The amount I last owed should be reflected correctly, and I want clear answers on why this excessive amount has been added.
3. Hellopeter Complaint & Further Escalation
I have already escalated this issue via Hellopeter, and FNB has responded that they are looking into it. However, I have yet to receive an actual resolution. If this remains unresolved, I will escalate further to the Ombudsman for Banking Services and other relevant authorities.
Next Steps
I expect:
  1. Confirmation of when the R6,664.55 refund will be processed.
  2. A detailed, itemized explanation of the R35,000+ discrepancy.
  3. AI want a letter explaining the amount taken off aswell as the bond closure balance statement . I have all statements, emails, anpaper trail for miles. I need urgently a response from FNB on this matter.
Please confirm receipt of this email and provide an urgent response.

Regards
JONATHAN SKELTON