1 reviews | Active since Aug 2020
7+ Year old Premier Account on hold for FICA ???? Are you kidding me
I have been a customer with FNB for the past 7+ years. Two weeks ago I opened FNByouth accounts for my daughters. My initial understanding from the FNB service representative who I was speaking to was to have FICA information(kids birth certificates, my ID and proof of address) ready for their card delivery. Two weeks passed and nothing happened so I followed up with another call to customer service to check the cause of delay. I was then informed that I have to send the FICA information electronically via email which I proceeded to do the same day and assumed nothing else was required as 2 days passed with no comms. We went out of town this past weekend and I tried to swipe my personal premier account card at Woolworths which was declined twice. I had to scramble and find another method for payment of my goods and immediately contacted FNB premier banking to find out what’s going on as there was enough funds in my account. In short I was told that my account had been placed on hold and the reason was that FICA had to be completed. I was forwarded some email addresses as my only option was to send the FICA information which had to include residential declarations and FNB will “attempt” to escalate the matter to get resolved. It’s a day later, I still have no access to my money having to borrow from others to get fuel for my trip back home after the weekend away and I still don’t fully understand why my account has been placed on hold. Other than the embarrassment of having my transaction declined in the shop and lending money to pay for fuel and food I have debit orders which won’t go through. What exactly am i meant to do to get this looked at urgently, is it my job to perform damage control and fork out for the associated penalties to scheduled funds not clearing?
I have tried to follow up with FNB again today and still waiting on a response. Absolutely noting. What exactly is the purpose of a premier or private client account which you get charged for at a premium if you cannot rely on FNB to be able to deal with important issues such as these outside of business hours ? All I had to hear from you while on the phone was how “different departments aren’t available to assist me and basically you will try to assist me before Monday but can’t guarantee anything”. I will most definitely move my business elsewhere once I actually get access to MY money again simply out of principal. I feel ********** and you guys could feel feathers.
So here I am on a Monday at 10:30am, (which is a weekday and during your normal working hours I will add) and still you provide me with ZERO support the same as over the weekend.
The biggest joke of it all is I received a call from CDD couriers this morning to arrange delivery of my kids bank cards, how exactly is this possible if my account isn't FICA'd with FNB and this is the reason for my personal premier account being on hold?? Out of my frustration and trying to assist my wife also contacted your "Premier" Service via secure chat(***) and Masilakhe advised that we need to contact your FICA department and reconfirm the information to get the hold removed and without notification simply disconnected from the chat.
Why exactly is it me having to run around to do all these things FNB ? This is your fault not mine, you take your service fees monthly and when it comes to providing exactly that you deliver nothing.
So here I am on a Monday at 10:30am, (which is a weekday and during your normal working hours I will add) and still you provide me with ZERO support the same as over the weekend.
The biggest joke of it all is I received a call from CDD couriers this morning to arrange delivery of my kids bank cards, how exactly is this possible if my account isn't FICA'd with FNB and this is the reason for my personal premier account being on hold?? Out of my frustration and trying to assist my wife also contacted your "Premier" Service via secure chat(***) and Masilakhe advised that we need to contact your FICA department and reconfirm the information to get the hold removed and without notification simply disconnected from the chat.
Why exactly is it me having to run around to do all these things FNB ? This is your fault not mine, you take your service fees monthly and when it comes to providing exactly that you deliver nothing.
I spent the entire day making persistent calls and secure chats to FNB as their system was offline and then finally when this was sorted the mammoth task of actually finding someone in the FICA department to assist me with taking my account off hold. I was simply told that my account was placed on hold to encourage updating my FICA information, is this even ethical ?
Furthermore the FNB phone system is an absolute joke ! My calls constantly dropped when navigating through the menu options or when you are put through to other departments by service agents. Most of the time you cannot make out what the service agent is saying as either the voice quality is so poor but the addition of their headsets catching the hard breathing and constant fidgeting in the background making it almost impossible.
To anyone thinking of opening an FNB account, be aware ! You will be charged premium account fees and receive extremely poor service delivery when it matters. Rather go for a cheaper bank knowing that the service will be poor but at least you not paying the premium hoping for more.
I spent the entire day making persistent calls and secure chats to FNB as their system was offline and then finally when this was sorted the mammoth task of actually finding someone in the FICA department to assist me with taking my account off hold. I was simply told that my account was placed on hold to encourage updating my FICA information, is this even ethical ?
Furthermore the FNB phone system is an absolute joke ! My calls constantly dropped when navigating through the menu options or when you are put through to other departments by service agents. Most of the time you cannot make out what the service agent is saying as either the voice quality is so poor but the addition of their headsets catching the hard breathing and constant fidgeting in the background making it almost impossible.
To anyone thinking of opening an FNB account, be aware ! You will be charged premium account fees and receive extremely poor service delivery when it matters. Rather go for a cheaper bank knowing that the service will be poor but at least you not paying the premium hoping for more.