Woeful service

I am at wits end with FNB Premier and FNB Housing. I sold my property and registration took place on 26 February. On the same day (26 Feb), the property was registered into the name of the purchaser, my scheduled debit order went off. My statement has shown that the amount was held in "suspense".

I contacted FNB through the Premier Banking tool on 13 March - Ref ********** 0. I was contacted and advised that the amount will be kept in suspense for 45 days from date of debit, whereafter it will be paid into my account. 45 days expired on 18 April.

I logged a query on 18 April and received a reference number - CRM ********** ********** 8. and an email stating they will revert within 48 hours. To date I have had no response.

Today I logged a formal complaint (Ref ********** 0). i was told that they would respond within 48 hours and if I needed earlier resolution, I can chat via their app with their team of bankers. After my previous experience, I decided to rather use the chat function than to wait for them to not respond again. i logged into the app - received a response that all their bankers are busy and that I am number 204 in the queue!

Through all this, i have attempted to contact their call centre on multiple occasions, but I have not been able to get through to the Smartbond Department at all, eventually hanging up after holding for 5 minutes.

My experience of FNB has been woeful to say the least. They are inaccessible because their call centre and digital communication channels are clearly understaffed.

I hope this review will get the attention of someone who can assist me at FNB. if I am unable to find any resolution (including refund of the payment) by COB 3 May i will have no option but to refer this matter to the Banking Ombudsman for resolution.