SUBMIT A COMPLAINT

GanaBlueExcess charges for "Reserved" purchases after I was told that this would be reversed in good faith

Last used my cheque card on 30 December 2016.

On 5th January got an sms that account was in excess. A deposit of R300-00
was made that same day. I did not check the balance outstanding.

On the 6th January I check my balance to find 14 toll fee transactions of
R4-50 each. Total R63-00. On top of this I was charged R2170-00 in excess
fees by the bank. I reported this to the bank ref: Rg [protected] and was
told this would be reversed in good faith.

This was done; only to find another charge of R1085-00 excess fees. On
contacting the bank was told this is my mistake and my problem and that the
bank is non negotiable and that I am negligent in the management of my
account. Email received follows.

I did not take into account the banks service fees that was charged on the
30th. There was no misuse of the account on my part.

I am now forced to go to another bank as this is not right. A loyal FNB
customer for more than 25 years gets this pathetic response.

Penalized severely for a simple process of monthly bank service fees putting
me into overdraft and with no notification or activity on my card; was not
aware of this. I now have to be embarrassed and waste my time by taking this
harsh action by going to another bank and complaining on social media.

There was funds available for the "reserved" transactions at time of
purchase; contrary to the comments made in the email.

I did however not provide for the monthly service fees until this was
brought to my attention on the 5th January.

I am insulted at the response in email highlighted in red that I must check
my balances before making purchases as this I do without fail. THE PURCHASES
WERE MADE BEFORE 31ST DECEMBER AND FUNDS WERE AVAILABLE.

Please treat this matter as urgent as I have lost business yesterday and
today as a result of customers not wanting to pay for goods into another
bank account that is not reflected on their invoice. Right now I am unable
to conduct any business as a result as I cannot afford these ridiculous
charges.

Thanking You

Gary Hodge

Tel: [protected]

ID: [protected]

From: FNB Business Care [mailto:[protected]@fnb.co.za]
Sent: Tuesday, January 17, 2017 8:51
To: [protected]@VODAMAIL.CO.ZA
Cc: FNB Business Care
Subject: 1110652/GANABLUE (PTY) LTD/[protected]

http://fnb2web/emailsignature/images/FNBLogo1.png

Good day Mr Hodge

We acknowledge your complaint and submit the following correspondence.
Please be advised that as at 31/12/16 your account went into overdraft after
card purchase transactions that had been reserved were processed (banked) by
the merchant.

On 04/01/17 further card purchase transactions that had been reserved were
also banked by the merchant and at this stage, there were not enough funds
in the account to accommodate for transactions as your account was already
in overdraft. The excess item fees were charged accordingly.

Please note that RESERVED means that whatever you are purchasing is paid for
and that you can take delivery thereof and the merchant is guaranteed that
he will get his money when he deposits and the actual value is DEDUCTED from
your account. While this amount is RESERVED, swipes will only by allowed if
your balance is sufficient after taking the RESERVED amounts into account.
Other items though such as bank charges are not advised via the InContact
system but they reduce the balance accordingly. Once the RESERVED amount is
banked, the resulting balance can be an overdraft position depending on what
other transactions took place after the amount was RESERVED.

Kindly note that feedback from our reversals department is that only half of
the excess item fees can be reversed as a gesture of good will as a once
off.

Please note that you need to check your available balance before making
purchases. The available balance can be obtained online, at an ATM or by
calling the business contact centre on [protected] select option 1 and a
business banker will be able to confirm what transactions are outstanding
and what has already been cleared.

Please be guided accordingly.

Kind regards

FNB Business Banking

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Ga
Jan 24, 2017

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