Based on recent customer reviews, FNB (First National Bank) is facing sustained criticism across almost every service dimension. Customers consistently report frozen accounts, unresolved fraud investigations and disputed fees that remain outstanding for months. Staff & Branch Experience (2.1) is the only theme where meaningful praise emerges, driven by named consultants. Transactions & Dispute Resolution (0.8), Digital Banking & Security (0.9) and Customer Service & Communication (0.9) all reflect deep, recurring service failures.
Top Strengths:
- •Staff & Branch Experience: In branch service is the clearest bright spot. Customers name individual consultants who show patience, empathy and product knowledge, particularly with elderly clients and estate matters. Praise remains inconsistent though, with other branches criticised for long waits and staff who redirect clients to call centres.
Replied to 99% of negative reviews
Reply time on negative reviews: 5h 22m
TrustIndex
3.2
Ranking
#6
in Banking
Reply Time
5h 33m
NPS Score
-61
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 5h 22m
Nov '25 - Oct '26
Frequently Asked Questions About FNB (First National Bank)
What do customers say about FNB (First National Bank)?
Based on recent customer reviews, FNB (First National Bank) is facing sustained criticism across almost every service dimension. Customers consistently report frozen accounts, unresolved fraud investigations and disputed fees that remain outstanding for months. Staff & Branch Experience (2.1) is the only theme where meaningful praise emerges, driven by named consultants. Transactions & Dispute Resolution (0.8), Digital Banking & Security (0.9) and Customer Service & Communication (0.9) all reflect deep, recurring service failures.
What is FNB (First National Bank)'s biggest strength?
FNB (First National Bank)'s biggest strength, according to Hellopeter's AI analysis, is Staff & Branch Experience. In branch service is the clearest bright spot. Customers name individual consultants who show patience, empathy and product knowledge, particularly with elderly clients and estate matters. Praise remains inconsistent though, with other branches criticised for long waits and staff who redirect clients to call centres.
What are the most common complaints about FNB (First National Bank)?
The most common complaint about FNB (First National Bank), based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Communication. A recurring theme is complaints being marked resolved and closed without any contact or outcome. Customers describe being handed between multiple Secure Chat agents, promised callbacks that never materialise, and unanswered emails, with many escalating to the Ombudsman simply to be heard.
How does FNB (First National Bank) compare to other Banking companies?
FNB (First National Bank) scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Banking, compared to the Banking industry average of 1.3. Their strongest theme is Branch Experience (2.1); their weakest is Transactions (0.8). The top AI-rated Banking business on Hellopeter is GoTyme Bank | Formerly TymeBank (3.1). How is the AI Score calculated? →
Is FNB (First National Bank) trustworthy?
FNB (First National Bank) has a TrustIndex of 3.2 out of 10 on Hellopeter, based on 6,473 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 5 hours 22 min. Hellopeter has tracked FNB (First National Bank) across 107,904 total reviews. How is the TrustIndex calculated? →
Recent reviews (6,473)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jun 2009
FNB Insurace - unable to resolve issue and fix leaking geyser for months
FNB short term insurance is still trying to fix an issue of my leaking geyser for the past few months after a new geyser was replaced. Numerous plumbers were sent out, each time a different issue ( new pcv valves that was replaced 3 or 4 times, different diagnoses), on two occasions the ceiling water damaged and recent water damage this week. The geyser is still leaking and the issue is still not resolved. A new geyser that was fitted should not be leaking. A new diagnoses was communicated to me earlier and I was told that the water pressure is incorrect on the entire property and I would have to get new fittings from the main supply of water. Not one was there ever mentioned of a water pressure issue, then it was the piping could be blocked. I have never ever had an issue with water pressure problem on my property and the water pressure is fine.The reason for the leaking geyser keeps on changing and I was told I would have to ensure it is fixed. I requested a full report and what needs to fixed and will take matters further. All correspondence since the geyser started leaking was sent to the FNB insurance department. Why am I paying for insurance if a matter like this can't be resolved?
1 reviews | Active since Jun 2009
FNB Insurace - unable to resolve issue and fix leaking geyser for months
FNB short term insurance is still trying to fix an issue of my leaking geyser for the past few months after a new geyser was replaced. Numerous plumbers were sent out, each time a different issue ( new pcv valves that was replaced 3 or 4 times, different diagnoses), on two occasions the ceiling water damaged and recent water damage this week. The geyser is still leaking and the issue is still not resolved. A new geyser that was fitted should not be leaking. A new diagnoses was communicated to me earlier and I was told that the water pressure is incorrect on the entire property and I would have to get new fittings from the main supply of water. Not one was there ever mentioned of a water pressure issue, then it was the piping could be blocked. I have never ever had an issue with water pressure problem on my property and the water pressure is fine.The reason for the leaking geyser keeps on changing and I was told I would have to ensure it is fixed. I requested a full report and what needs to fixed and will take matters further. All correspondence since the geyser started leaking was sent to the FNB insurance department. Why am I paying for insurance if a matter like this can't be resolved?
1 reviews | Active since Jul 2011
Frustrating getting remainder of refund from ebucks
I had a hard time since January to get my full refund between Safair and Ebucks. I then received a partial refund which Safair refunded to Ebucks. The remainder of the refund was eventually paid to Ebucks on 5 August.. Since then, almost nobody understood that I should be refunded for the remainder of my claim- and kept reminding me that I already received the refund in April- even if I tried explaining the situation... to date : no refund
1 reviews | Active since Jul 2011
Frustrating getting remainder of refund from ebucks
I had a hard time since January to get my full refund between Safair and Ebucks. I then received a partial refund which Safair refunded to Ebucks. The remainder of the refund was eventually paid to Ebucks on 5 August.. Since then, almost nobody understood that I should be refunded for the remainder of my claim- and kept reminding me that I already received the refund in April- even if I tried explaining the situation... to date : no refund
1 reviews | Active since Feb 2025
Poor service at sales/investment.
Poor service. I filled in a form on the FNB app a few days ago for someone to contact me regarding buying a living annuity. It was done twice on separate days. I also contacted with the chat service and was assured that someone will contact me. I was not contacted yet. The app does not have the facility to apply for such an investment.
1 reviews | Active since Feb 2025
Poor service at sales/investment.
Poor service. I filled in a form on the FNB app a few days ago for someone to contact me regarding buying a living annuity. It was done twice on separate days. I also contacted with the chat service and was assured that someone will contact me. I was not contacted yet. The app does not have the facility to apply for such an investment.
1 reviews | Active since Jan 2018
FNB debited about 50% more on my homeland monthly repayment without an explanation or a prior warning. We get forewarned
24 Hours or 24 Days???? Still waiting... or am I forgotten???
1 reviews | Active since Jan 2018
FNB debited about 50% more on my homeland monthly repayment without an explanation or a prior warning. We get forewarned
24 Hours or 24 Days???? Still waiting... or am I forgotten???
1 reviews | Active since Oct 2026
FNB South Africa's best bank (in theory)
Your customer service is terrible. I spoke with two different representatives, and both times they hung up on me in the middle of the conversation. They treat people like fools. By all means, keep operating this way. I came here to close my account, and I will certainly advise my friends against using your bank. Thanks for nothing!
1 reviews | Active since Oct 2026
FNB South Africa's best bank (in theory)
Your customer service is terrible. I spoke with two different representatives, and both times they hung up on me in the middle of the conversation. They treat people like fools. By all means, keep operating this way. I came here to close my account, and I will certainly advise my friends against using your bank. Thanks for nothing!
1 reviews | Active since Jul 2025
Rude agents and the banking is living it promise and keeping the promises
I called FNB on *** for assistance with my daily banking in the morning and I was informed my request will be attended after an hour, I made follow up calls more than 3 times the agent are rude and keep on saying the is nothing more the can do. I requestto speak to the manager on duty the agent said that person is in Sandton, and when I requested for reference for the call the person hang up on my call.
1 reviews | Active since Jul 2025
Rude agents and the banking is living it promise and keeping the promises
I called FNB on *** for assistance with my daily banking in the morning and I was informed my request will be attended after an hour, I made follow up calls more than 3 times the agent are rude and keep on saying the is nothing more the can do. I requestto speak to the manager on duty the agent said that person is in Sandton, and when I requested for reference for the call the person hang up on my call.
1 reviews | Active since Nov 2013
POOR SERVICE AT MALL AT REDS FNB
I went to FNB Mall at reds in Centurion JHB South Africathis morning to reset my password for the app, I waited almost 30 minutes without being assisted and the staff was not helpful, I had to leave without being attended to. The service I received was very poor! The staff was unbothered by my dissatisfaction
1 reviews | Active since Nov 2013
POOR SERVICE AT MALL AT REDS FNB
I went to FNB Mall at reds in Centurion JHB South Africathis morning to reset my password for the app, I waited almost 30 minutes without being assisted and the staff was not helpful, I had to leave without being attended to. The service I received was very poor! The staff was unbothered by my dissatisfaction
1 reviews | Active since Oct 2026
Excellent service
I visited Plattenberg Bay FNB branch. I was assisted by Kwalokazi. I was so impressed by the quality of service and the level of professionalism. She was able to sort a very complex and technical problem I was having.
1 reviews | Active since Oct 2026
Excellent service
I visited Plattenberg Bay FNB branch. I was assisted by Kwalokazi. I was so impressed by the quality of service and the level of professionalism. She was able to sort a very complex and technical problem I was having.