What have I done to deserve this FNB? You always give me the worst service.

My Home Loan is in arrears, I made a payment arrangement and we agreed that they will deduct my installment together with my arrears on the day that I get paid 25 April and guess what, the debit order never went off. I woke up after 02:00am and checked and they still did not debit.

I explained to the collection's consultant that the reason why my account is in arrears is that currently there are a lot of debit orders in my account and unfortunately every month there is 1 or 2 that is unpaid.

I sent a detailed email to their complaints resolution management team to alert them of this and I really did not want to be unreasonable, I gave them a chance to resolve the matter internally, but till now I have not heard from them. I decided to do a follow up call, I was assisted by a very unprofessional person who advised me that their complaints team cannot do anything about this, I must speak to the Home Loans team. She did not even say, someone will investigate and come back to me.

Secondly, I have a life cover which I was sold after my home loan was approved, one month they debit and the next month they do not, at some point they cancelled the life cover without my consent, I had to complain to have it reinstated. I mean the premium is R82, they debit on my pay day. Early in the morning I receive an sms saying that they could not debit my account. Why? Because there were funds in the account.

I am begging for an FNB representative to look into the matter holistically and call me so that we can resolve this please.

This is quite urgent please. I am unable to focus on work because of this.