Wisani Makhubele - FNB Mall of Africa Branch

I am writing to formally lodge a serious complaint regarding severe negligence by FNB staff that has resulted in ongoing damage to my credit score and financial standing.

On 13 June 2026, I visited the FNB branch to fully settle and close my credit card account. The consultant who assisted me, Wisani Makhubele, processed my payment and proceeded to close the account. However, Ms. Makhubele failed to check for pending or upcoming transactions before finalising the closure. Upon realising her error, she opened a completely new credit card account under my name to capture the pending payment. I was assured this would be resolved, but that unauthorized secondary account was never closed.

To date, this account reflects as active and delinquent on my credit profile, which is severely dragging down my credit score.While I have since received an account closure letter from FNB Care, the bank has completely ignored my requests to rectify the negative data sent to the credit bureaus. FNB created this administrative mess, and FNB must fix it.

I request the a formal update sent by FNB to all major credit bureaus (TransUnion, Experian, Compuscan) to completely remove or correct the negative history associated with this specific account. Written confirmation and proof (a data update reference number) from FNB showing that this correction has been submitted to the bureaus. If this matter is not resolved swiftly, I will escalate this case to the Credit Ombud, the National Credit Regulator (NCR), and social media platforms without further notice.

This matter has been going for 3 years. I’ve since closed my investment accounts as well as the business account I had with FNB but this administrative failure keeps following me and no one wants to fix it. Including the consultant that created the problem. REF:***