Urgent Escalation – FNB Loan Account Misallocation

I am writing to formally escalate an unresolved issue regarding my loan account, which I find both deeply concerning and wholly unacceptable.

Since Thursday, 8 May 2025, I have been receiving repeated alerts via the FNB App indicating that my loan account is in arrears. This is both alarming and confusing, as the relevant debit order was successfully processed, and the funds were indeed deducted from my account.

I have contacted your Call Centre on multiple occasions in an effort to resolve this matter and have spoken to the following consultants: • Gugulethu Mavuso • Vuyo Kokela • Most recently, Mpho Kalua

Each of these agents confirmed that the payment was received but had not been allocated to my loan account. I was repeatedly assured that the issue would be escalated to a Team Leader. However, I have yet to receive any formal communication confirming the resolution of this matter or outlining the next steps.

In the meantime, I continue to receive distressing and misleading messages via the FNB App, stating that my loan is in arrears. This is entirely unacceptable, particularly given the potential damage it could cause to my credit profile — all due to an internal error on FNB’s part.

The level of service received thus far has been extremely disappointing. The lack of urgency in correcting what is clearly a straightforward allocation error is unacceptable. I now formally request that the following actions be taken without delay: 1. Immediate allocation of the received funds to my loan account. 2. Written confirmation that my account is up to date and that no adverse reporting will be submitted to credit bureaus. 3. A clear explanation of how this error occurred and the steps being taken to ensure it does not happen again. 4. A formal written apology for the undue distress and inconvenience caused.

If this matter is not resolved within 48 hours, I will have no choice but to escalate it further — including lodging formal complaints with FNB’s Complaints Management Office, the Ombudsman for Banking Services, and other relevant regulatory bodies.

I trust that this matter will now be treated with the seriousness and urgency it clearly warrants.