A Bank that does not know what is going on in their bank.

The worst bank to be banking with. I have been on the phone for over 2 hours to try and find out why account holder details have been randomly changed without any explanation or authorisation from the account holders. My daughters account has been changed from her name "Account Holder" to mine, her mother. I firstly contacted the FNB ***** line (option 3) where the lady informed me that my daughters name does not feature on the FNB system. A second call, I was transferred to the supervisor, who magically found my daughters name and account and informed me that there was no issues, yet the online app tells a different story. I then proceed to question my debt orders that are being reversed and I am being charged a penalty for, due to what they call insufficient funds, yet I have the SMS's from FNB stating that there are sufficient funds in my daughters account. If I have a look at all the various balances and transaction history views on the online banking app the reversal does not make sense as each one of the views shows different available account balances for the same account and all show sufficient funds.

Following this poor service I received a call from FNB Card Services wanting to know if I want to down grade my daughters account (that was upgraded 2 months ago) as the upgrade was cancelled. This was now the statement I received after upgrading an account and never receiving a new card. I informed the Gentleman that I do not which to down-grade the account. The consultant then proceeded to re-request a new up-graded account card. Yet on my banking app my account has been downgraded. This Gentleman suggested that I contact the FNB Premier Suite and discuss the reversal and account holder issue with them.

I then contacted the FNB Premier Suite who informed me that they can not assist with a Gold card issue, even thou I am now the account holder of a Platinum and Gold card.

I then called the FNB ***** line (option 1) I was informed that my details appearing on my daughters account was not ********** and they can not assist as this has to be an account opening issue. That would be on an account that my daughter has had for a number of years. Then when I question the details on the bank statement I am informed that this is the details they have on the system for my daughters account. Yet the address is where we stayed when I opened my account in the Eastern Cape 15 years ago. Six months after opening my account I moved to Gauteng and a number of years later I opened my daughters account. Last year we received notice that we needed to Fica both my and my daughters accounts, that we did, yet my daughters details according the FNB's System has never been captured and fictitious details have been entered for her account.

All changes to my daughters account was done without notifying or consulting me as i am her legal guardian/parent, so someone has **********ly edited my Daughters account information who is still a minor Child.

I have had enough of FNB's poor service and the excuses of what does not make sense to me or them and yet they have the motto of "How can we help you?".

No one can assist with an explanation or details on who has been lurking in my and my daughters accounts. I want answer as i have all the evidence of these changes and should it be a "system " error! Well that is a real concern. This entire incident goes against the POPI Act.

This is scary as a big entity like FNB should at least know what is happening on there network and systems, these are people who is suppose to look after our financials.