URGENT FORMAL COMPLAINT – Unjustified Refund Delay & Unacceptable Service

Subject: URGENT FORMAL COMPLAINT – Unjustified Refund Delay & Unacceptable Service

Dear First National Bank Customer Service,

I am beyond frustrated and utterly disgusted by the level of incompetence, lack of accountability, and complete disregard for customer service that I have experienced with FNB regarding my property refund.

I sold a property that was financed through FNB and am now owed a refund. I have completed every required step, including filling out the refund form—twice—submitting proof of account, and providing bank statements for every relevant account. Despite being a loyal FNB customer for over 12 years, during which your bank has financed and handled all my financial affairs, I now find myself in a ridiculous battle just to receive what is rightfully mine.

I have received multiple emails from the attorneys handling the transaction stating that FNB refuses, cannot, or will not process my refund into my primary FNB cheque account—without giving any explanation. This is unacceptable.

For three days now, I have been sent in circles through your useless online app, bounced from one department to another, with not a single person able to provide any answers or even guide me on how to resolve this issue. How is it possible that no one in any of your departments can take responsibility for a simple refund? This level of incompetence is beyond comprehension.

FNB has shown itself to be not just inefficient but deliberately evasive, obstructive, and completely uninterested in actually serving its customers. Your banking app is dysfunctional, your employees are clueless, and your processes are intentionally convoluted. Instead of focusing on pointless gimmicks, perhaps FNB should focus on actually delivering a banking service that works.

I demand the following immediate actions:

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

2. The name and direct contact details of a senior representative who will personally take ownership of this issue and resolve it without further delays.

3. Immediate processing of my refund, as I have already met every single requirement multiple times.

If this matter is not resolved immediately, I will escalate this complaint to the Ombudsman for Banking Services and any relevant regulatory authorities. I have had enough of FNB’s incompetence and refusal to provide basic banking services.

I expect a response and resolution without any further delay.

Sincerely, Jonathan Skelton