Unresolved Refund and Unacceptable Customer Service

I overpaid my overdraft in November and submitted all required documentation on 2 December. Despite numerous follow-ups, this refund has still not been processed.

Throughout this process, I experienced extremely poor service. Consultants raised their voices at me and questioned why I was “making such a fuss” over R300. I was also told that my refund was “the least of their problems” compared to other customers. Regardless of the amount, this is my money and I am entitled to it.

I was instructed to visit an FNB branch to resolve the issue, only to be told on arrival that there was no reason for me to be there. I was then given a supervisor’s number ***), which I have called more than ten times on different days without any response.

This experience reflects a serious lack of professionalism, accountability, and communication. As HP Attorneys is acting on behalf of FNB, I am extremely disappointed that this matter remains unresolved.