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 23m
TrustIndex
3.2
Ranking
#6
in Banking
Reply Time
5h 34m
NPS Score
-61
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 5h 23m
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 6,512 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 5 hours 23 min. Hellopeter has tracked FNB (First National Bank) across 107,824 total reviews. How is the TrustIndex calculated? →
Recent reviews (6,512)
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 Jan 2019
Exhausting 😩
Why is it so hard to get assistance telephonically by FNB? I don't know how much time I spent waiting, while they kept transferring me only for the disputes department to keep dropping my calls. Should we only do this at the branch to at least get assisted?
1 reviews | Active since Jan 2019
Exhausting 😩
Why is it so hard to get assistance telephonically by FNB? I don't know how much time I spent waiting, while they kept transferring me only for the disputes department to keep dropping my calls. Should we only do this at the branch to at least get assisted?
1 reviews | Active since Sept 2015
Poor service
I am always getting ***** in my account and all FNB can always do is tell me they will investigate which they were suppose to put high security to prevent such ****s now I am without a card and still waiting for the to reverse the R150 that was ****** into my account this bank is so frustrating no security for our money at all. Please resolve this
1 reviews | Active since Sept 2015
Poor service
I am always getting ***** in my account and all FNB can always do is tell me they will investigate which they were suppose to put high security to prevent such ****s now I am without a card and still waiting for the to reverse the R150 that was ****** into my account this bank is so frustrating no security for our money at all. Please resolve this
1 reviews | Active since Oct 2026
FNB missing funds and system glitch causing negative balance for 2 months!
I am absolutely disgusted with FNB's service. For the past two months, I have been dealing with a recurring transaction error that nobody at the branch or on the phone can explain or fix. Two months ago, I made a payment to Vodacom. The money cleared and was immediately deducted from my account balance. Now, FNB is claiming that my account is in the negative because when the transaction "cleared" on their side, there were no funds. This makes absolutely no sense. If the money was taken out of my balance when I made the payment, where did that initial money go? FNB cannot deduct my funds, fail to show it correctly on my ledger, and then double-charge me or force my account into a negative balance weeks later. I have called, I have gone into the branch in person, and your front-line staff have zero answers for me. They just tell me I need to settle a negative balance caused by their own system delay. I am not paying for FNB's internal ledger glitches. I want a senior manager or an auditor from the Dispute Resolutions team to contact me immediately, locate my missing funds, and reverse this negative balance.
1 reviews | Active since Oct 2026
FNB missing funds and system glitch causing negative balance for 2 months!
I am absolutely disgusted with FNB's service. For the past two months, I have been dealing with a recurring transaction error that nobody at the branch or on the phone can explain or fix. Two months ago, I made a payment to Vodacom. The money cleared and was immediately deducted from my account balance. Now, FNB is claiming that my account is in the negative because when the transaction "cleared" on their side, there were no funds. This makes absolutely no sense. If the money was taken out of my balance when I made the payment, where did that initial money go? FNB cannot deduct my funds, fail to show it correctly on my ledger, and then double-charge me or force my account into a negative balance weeks later. I have called, I have gone into the branch in person, and your front-line staff have zero answers for me. They just tell me I need to settle a negative balance caused by their own system delay. I am not paying for FNB's internal ledger glitches. I want a senior manager or an auditor from the Dispute Resolutions team to contact me immediately, locate my missing funds, and reverse this negative balance.
1 reviews | Active since Feb 2019
Lack of service on Secure Chat and complaints department
Your chat service has been extremely disappointing. I have logged two complaints and spoken to Mickayla, Jenniffer and another representative, yet my issue remains unresolved and I have received no feedback. When I took out a loan, your system forced me to select the 16th as my salary date, despite my salary being paid on the 25th. I have contacted you multiple times to have this corrected, only to be told that it cannot be changed. I have also received no response regarding my formal complaint. I am extremely frustrated by the lack of assistance and communication. I should not have to repeatedly contact your bank to resolve a straightforward issue.
1 reviews | Active since Feb 2019
Lack of service on Secure Chat and complaints department
Your chat service has been extremely disappointing. I have logged two complaints and spoken to Mickayla, Jenniffer and another representative, yet my issue remains unresolved and I have received no feedback. When I took out a loan, your system forced me to select the 16th as my salary date, despite my salary being paid on the 25th. I have contacted you multiple times to have this corrected, only to be told that it cannot be changed. I have also received no response regarding my formal complaint. I am extremely frustrated by the lack of assistance and communication. I should not have to repeatedly contact your bank to resolve a straightforward issue.
1 reviews | Active since Apr 2020
FNB Temp Loan Not Updated
I have two Temp loans reflecting on my credit record from 2024 , those two loans have been settled in full but they are still showing 0n ITC Profile and FNB has not updated in the ITC . I contacted FNB loans May /June and I was told '' Please be advised that our mandate is limited to Personal Loan–related queries, for assistance with any other products, kindly contact the relevant departments.'' I have given them all by credit reports but it still did not help. Hope this matter will be resolved as it is showing badly on my profile.
1 reviews | Active since Apr 2020
FNB Temp Loan Not Updated
I have two Temp loans reflecting on my credit record from 2024 , those two loans have been settled in full but they are still showing 0n ITC Profile and FNB has not updated in the ITC . I contacted FNB loans May /June and I was told '' Please be advised that our mandate is limited to Personal Loan–related queries, for assistance with any other products, kindly contact the relevant departments.'' I have given them all by credit reports but it still did not help. Hope this matter will be resolved as it is showing badly on my profile.
1 reviews | Active since Nov 2024
They ***** money !!
Dear FNB Complaints Department, I am writing to formally lodge a complaint regarding an unexplained outstanding balance of over R3,000 on my savings account and the bank’s failure to provide accurate account balances and properly process transactions. For the past few years, I have maintained this savings account primarily for minor transactions, such as purchasing coffee and paying for parking. The account was kept open largely because a Smart Device debit order was linked to it. Now that the device has been fully paid off, I requested that the account be closed. At the time of my closure request, the account had a positive balance of just over R50. Given that this is a savings account with a monthly fee of approximately R8, I reasonably expected that any applicable fees could be deducted from the available balance and that the account could be closed. However, the consultant informed me that the account could not be closed because certain transactions still needed to be cleared. After the bank processed these outstanding transactions, I was suddenly informed that I owed FNB more than R3,000. I was subsequently told that this amount related to transactions involving funds swapped using a virtual card over several years, which had apparently not been cleared by the bank’s system. I find this explanation deeply concerning and unacceptable. Throughout the period in question, I conducted transactions based on the funds I deposited into the account and the available balance reflected on the FNB banking application. At no point was I informed that transactions were accumulating without being processed or that I was building up a substantial outstanding liability. Had I been aware of such a situation, I would have taken immediate steps to investigate and resolve it. My concerns are as follows: 1. Failure to process transactions timeously: Why were transactions allegedly left uncleared for years, and what controls failed to identify and resolve this issue? 2. Inaccurate account balance information: As my bank, FNB has a responsibility to maintain accurate account records and provide customers with reliable balance information. I rely on the information presented through your banking application when making financial decisions. I do not have access to FNB’s internal systems or back-office records and cannot be expected to identify undisclosed system or processing failures. 3. Lack of notification and transparency: Why was I never notified that these transactions remained outstanding or that my account was accumulating a liability of more than R3,000? 4. Disproportionate and unexpected liability: How does a savings account used for minor everyday purchases, with a monthly fee of approximately R8, suddenly accumulate a debt of this magnitude without any warning to the account holder? 5. Discovery only upon account closure: It is particularly troubling that this issue only came to light when I attempted to close the account. This raises serious concerns about the bank’s transaction-processing controls, monitoring systems and customer communication practices. I opened and maintained a savings account because it suited my financial circumstances and what I could afford. I have always acted on the information available to me and the balance displayed by the bank. I should not be held automatically liable for an unexplained balance arising from transactions that FNB claims were not properly processed, particularly when I received no notification of the alleged outstanding amounts. My demands are as follows: * That FNB immediately places the disputed balance on hold and suspends any collection activity, interest, additional fees or adverse credit reporting relating to this amount while the matter is investigated. * That FNB provides me with a complete, itemised statement of the disputed transactions, including the original transaction dates, amounts, processing dates, settlement dates, and an explanation of why these transactions were not cleared when they occurred. * That FNB provides a written explanation of how the account was allowed to reflect an available balance that did not accurately represent my actual financial position. * That FNB investigates the matter and reverses the disputed amount if it arose from a bank processing or system failure for which I should not be held responsible. * That FNB facilitates the urgent closure of my account today, 15 October 2026, without requiring me to acknowledge, accept or pay the disputed balance as a condition of closing it. If immediate closure is not possible, I require a written explanation of the specific reason and the steps FNB will take to resolve the issue urgently. For the avoidance of doubt, I formally dispute the alleged outstanding balance and do not acknowledge it as a debt owed by me. I will not accept liability for an amount that has not been properly substantiated and explained. I am extremely disappointed that, as a customer, I am expected to bear the consequences of transactions that the bank itself says were not cleared by its system. Customers should be able to trust their bank’s records and the balances displayed on their banking applications. It is unacceptable for a customer to discover an alleged debt of thousands of rand only when attempting to close an account. If FNB fails to resolve this matter satisfactorily and urgently, I will escalate my complaint to the appropriate banking ombudsman and any other relevant regulatory authority. I reserve all my rights in this matter. Please treat this as a formal complaint and provide me with a complaint reference number, confirmation that the disputed balance has been flagged, and written feedback on the urgent account closure request. I expect a substantive response addressing each of the concerns raised above, rather than a generic explanation of how virtual card transactions work.
1 reviews | Active since Nov 2024
They ***** money !!
Dear FNB Complaints Department, I am writing to formally lodge a complaint regarding an unexplained outstanding balance of over R3,000 on my savings account and the bank’s failure to provide accurate account balances and properly process transactions. For the past few years, I have maintained this savings account primarily for minor transactions, such as purchasing coffee and paying for parking. The account was kept open largely because a Smart Device debit order was linked to it. Now that the device has been fully paid off, I requested that the account be closed. At the time of my closure request, the account had a positive balance of just over R50. Given that this is a savings account with a monthly fee of approximately R8, I reasonably expected that any applicable fees could be deducted from the available balance and that the account could be closed. However, the consultant informed me that the account could not be closed because certain transactions still needed to be cleared. After the bank processed these outstanding transactions, I was suddenly informed that I owed FNB more than R3,000. I was subsequently told that this amount related to transactions involving funds swapped using a virtual card over several years, which had apparently not been cleared by the bank’s system. I find this explanation deeply concerning and unacceptable. Throughout the period in question, I conducted transactions based on the funds I deposited into the account and the available balance reflected on the FNB banking application. At no point was I informed that transactions were accumulating without being processed or that I was building up a substantial outstanding liability. Had I been aware of such a situation, I would have taken immediate steps to investigate and resolve it. My concerns are as follows: 1. Failure to process transactions timeously: Why were transactions allegedly left uncleared for years, and what controls failed to identify and resolve this issue? 2. Inaccurate account balance information: As my bank, FNB has a responsibility to maintain accurate account records and provide customers with reliable balance information. I rely on the information presented through your banking application when making financial decisions. I do not have access to FNB’s internal systems or back-office records and cannot be expected to identify undisclosed system or processing failures. 3. Lack of notification and transparency: Why was I never notified that these transactions remained outstanding or that my account was accumulating a liability of more than R3,000? 4. Disproportionate and unexpected liability: How does a savings account used for minor everyday purchases, with a monthly fee of approximately R8, suddenly accumulate a debt of this magnitude without any warning to the account holder? 5. Discovery only upon account closure: It is particularly troubling that this issue only came to light when I attempted to close the account. This raises serious concerns about the bank’s transaction-processing controls, monitoring systems and customer communication practices. I opened and maintained a savings account because it suited my financial circumstances and what I could afford. I have always acted on the information available to me and the balance displayed by the bank. I should not be held automatically liable for an unexplained balance arising from transactions that FNB claims were not properly processed, particularly when I received no notification of the alleged outstanding amounts. My demands are as follows: * That FNB immediately places the disputed balance on hold and suspends any collection activity, interest, additional fees or adverse credit reporting relating to this amount while the matter is investigated. * That FNB provides me with a complete, itemised statement of the disputed transactions, including the original transaction dates, amounts, processing dates, settlement dates, and an explanation of why these transactions were not cleared when they occurred. * That FNB provides a written explanation of how the account was allowed to reflect an available balance that did not accurately represent my actual financial position. * That FNB investigates the matter and reverses the disputed amount if it arose from a bank processing or system failure for which I should not be held responsible. * That FNB facilitates the urgent closure of my account today, 15 October 2026, without requiring me to acknowledge, accept or pay the disputed balance as a condition of closing it. If immediate closure is not possible, I require a written explanation of the specific reason and the steps FNB will take to resolve the issue urgently. For the avoidance of doubt, I formally dispute the alleged outstanding balance and do not acknowledge it as a debt owed by me. I will not accept liability for an amount that has not been properly substantiated and explained. I am extremely disappointed that, as a customer, I am expected to bear the consequences of transactions that the bank itself says were not cleared by its system. Customers should be able to trust their bank’s records and the balances displayed on their banking applications. It is unacceptable for a customer to discover an alleged debt of thousands of rand only when attempting to close an account. If FNB fails to resolve this matter satisfactorily and urgently, I will escalate my complaint to the appropriate banking ombudsman and any other relevant regulatory authority. I reserve all my rights in this matter. Please treat this as a formal complaint and provide me with a complaint reference number, confirmation that the disputed balance has been flagged, and written feedback on the urgent account closure request. I expect a substantive response addressing each of the concerns raised above, rather than a generic explanation of how virtual card transactions work.
1 reviews | Active since Feb 2021
Frustrated and disappointed
Im very disappointed with the service I got from fnb the Grove mall, I transferred funds from my *** account last month on the 27th of September to a closed loan account in fnb by mistake. I have been on calls with consultants at fnb for refund. Ended up Goin to the branch at the Grove mall I was assisted by Ntumeseng whom later slated this querie to her team leader Luyanda but to my surprise this refund is always taking 24-48 hours but nothing is paid. They only do follow up when I visit the branch and I go the fnb the Grove every 2nd or 3rd day till the 27th of September. This is really frustrating I've a consultant myself I know how tiha is done but I feel like they not doing anything for the refund to be done only follow up when I'm at the branch
1 reviews | Active since Feb 2021
Frustrated and disappointed
Im very disappointed with the service I got from fnb the Grove mall, I transferred funds from my *** account last month on the 27th of September to a closed loan account in fnb by mistake. I have been on calls with consultants at fnb for refund. Ended up Goin to the branch at the Grove mall I was assisted by Ntumeseng whom later slated this querie to her team leader Luyanda but to my surprise this refund is always taking 24-48 hours but nothing is paid. They only do follow up when I visit the branch and I go the fnb the Grove every 2nd or 3rd day till the 27th of September. This is really frustrating I've a consultant myself I know how tiha is done but I feel like they not doing anything for the refund to be done only follow up when I'm at the branch
1 reviews | Active since Jun 2010
Major bank so bad in customer service? FNB
I sent a query 15 days ago to FNB Investments & I still have not received and feedback? I sent a follow-up message on 08 October 2026, still no response? Why does this major bank have such bad in customer service? "Thank you for sending an enquiry to us. will contact you within 2 working days (Monday to Friday). Alternatively, you may contact us directly on *** to follow up on this enquiry."
1 reviews | Active since Jun 2010
Major bank so bad in customer service? FNB
I sent a query 15 days ago to FNB Investments & I still have not received and feedback? I sent a follow-up message on 08 October 2026, still no response? Why does this major bank have such bad in customer service? "Thank you for sending an enquiry to us. will contact you within 2 working days (Monday to Friday). Alternatively, you may contact us directly on *** to follow up on this enquiry."