Urgent Follow-Up: Unresolved Account Error and Negative Credit Impact

Subject: Urgent Follow-Up: Unresolved Account Error and Negative Credit Impact

Dear FNB Complaints Department /Team,

I am writing to lodge a follow-up complaint regarding an unresolved issue that I initially raised with FNB, and specifically with Dimpho Koroloso.

Despite receiving a response from FNB acknowledging that my Revolving Facility account was incorrectly converted to a legal account in error, and a commitment that the issue would be resolved within two working days, no action has been taken to date – more than two weeks later.

On 25/July/2025, I sent a follow-up email to Dimpho to request an update on the matter. It has now been over three days with no response. The "with legal" account is still showing under my accounts, and despite having paid off the account, no paid-up letter has been issued and the account has not been closed.

This has negatively affected my credit score, as reflected on both Experian and ClearScore, where my score has dropped as a result of this error caused by FNB. This situation is unacceptable, especially considering that I have always honoured my repayments. I now expect FNB to urgently:

1. Close the incorrect “with legal” account

2. Remove the account from my banking profile

3. Correct and update my credit profile across all bureaus

4. Issue a paid-up letter without further delay

5. Ensure that my payment history is cleared and corrected on the credit bureau records

This ongoing error is affecting my financial reputation and future borrowing ability. I urge FNB to resolve this matter immediately and provide a written update confirming all the above actions.

Sincerely, Refilwe Makgae *** ***