Urgent Complaint – Unjust Charges and Lack of Transparency

Dear FNB Customer Service,

I am writing to formally dispute the recurring charges on my account, which I believe are unjust and potentially misleading.

I have been charged a R160 payment bundle fee, despite not having any debit orders, personal loans, or credit cards linked to my account. According to your own terms and conditions, this fee applies to customers with those services—which I do not have.

I’ve also been charged R390 for three “items unpaid”, even though I was informed that FNB honoured the payments due to insufficient funds. However, your pricing guide clearly states that item unpaid fees only apply after more than 8 card swipes, and even then, the charge is R115 per item. My usage does not match this criteria.

This is not the first month I’ve experienced these unexplained deductions. I contacted your customer care line, waited over 45 minutes, and received no clear explanation before the call was dropped.

I am requesting:

A full refund of the R160 payment bundle fee and the R390 item unpaid charges and all the unpaid items charged previoulsy.

A written explanation of why these charges were app****, with reference to your official pricing and account rules.

Confirmation that these charges will not continue going forward.

I am also publicly encouraging others to review their statements carefully, as this appears to be a broader issue affecting multiple customers.

If this matter is not resolved promptly, I will escalate it to the National Credit Regulator (NCR) and the Ombudsman for Banking Services.