7 months of frustration for something so simple.

I had never had a bad experience from FNB, they were efficient, timely and always willing to help until last year till present.

I ended up going abroad, COVID hit and I couldn't make it back to SA to renew my credit and debit cards. I had sent an email to organise them to be sent to me but that turned out problematic. So, instead I had them sent to my person with Power of Attorney. Except they only delivered my debit card and cancelled the credit card, without notification. This was October 2020.

After much back and forth and explaining, I was told I would get my credit card delivered to me abroad and the costs involved, which I agreed to. I was told the courier company would then contact me. I had given my contacts (email, new number and an extra contact) and was told after a while that because they couldn't get hold of me (on my old number that I clearly had stated to not use) it had been cancelled.

I then asked if they could not just send it to my Power of Attorney - they responded by asking for the details but nothing more came of that.

Then more back and forth, with the help of an amazing contact at FNB, who has tried so hard to organise and settle things for me, I am now sitting with 4 cards that can't be activated, and account that I can’t make internal or external transfers to and from, and very stressed when it comes to the point where I cannot make payments or purchases.

My Power of Attorney went into the branch to ask for advice, as we got told we needed to have the bank's own form to state that he is my Power of Attorney, so my legal document doesn't cover that, we managed to get that done but he still can’t collect the cards at the bank for me, clearly I can’t either as I am abroad and travel in this time is difficult. The manager stated that I will need to cancel the cards on line and then try again, but I can’t cancel the cards as it will not allow me to do so.

3 weeks ago I emailed the complaints section, got given a reference number and told that a reply will come through at a later stage.

It has now been almost 7 months of me trying to get this fixed. All I would like is for it to be fixed, to have a credit card, my accounts sorted so I can make payments and purchases and not have to stress about any fines and fees because I can’t authorise anything.

This has been so frustrating as I have done all the things asked of me, but it seems that I cannot get my credit card.