1 reviews | Active since Aug 2025
A Masterclass in Institutional Incompetence – The FNB Experience
If you are looking for a banking partner that prides itself on logistical gymnastics and absolute factual avoidance, look no further than FNB. My experience over the last few months has been less of a "financial journey" and more of a forced march through a landscape of administrative failure.
I downgraded to an Aspire credit card in January 2026, collected the physical plastic within eight days of notification, and used it successfully for months. However, FNB’s internal systems seem to operate in a parallel reality. In late April, my card was suddenly rendered useless.
The Highlights of the Nonsense:
- After months of successful transactions, I was told via a remarkably unhelpful chat interface that my card was cancelled on 15 April 2026 because I "failed to collect it." This is a fascinating claim, considering the physical card was sitting in my wallet and had been in active use since January.
- When the "non-collection" lie was challenged at the branch on 02 May, the story miraculously changed. The Credit Card team then claimed the card was cancelled because it was "never activated."
- FNB expects me to believe my card was "inactive," yet I have been using the Virtual Card for electricity purchases, transfers, and payments since January. These transactions are only possible if the underlying card account is active and verified. To suggest the account was "unactivated" while simultaneously processing my daily digital transactions is an insult to common sense.
The Cost of "How Can We Help You": I have spent an inexcusable amount of time, effort, and fuel driving to branches to solve a problem created entirely by FNB’s own systemic glitches.
The complaints team’s "assistance" has been nothing more than a scripted repetition of the same debunked excuses. It is truly impressive how a major financial institution can be presented with clear evidence of its own error and choose to double down on a logical impossibility instead of fixing it.
FNB doesn’t need to "help" me; they need to find a basic level of internal communication and stop penalising customers for their own technical ineptitude. To call this "service" would be a gross overstatement.
I have already provided your complaints team with a list of transactions that prove your non-collection and non-activation stories are total fabrications.
Let’s look at the facts versus FNB’s own policies:
- I am currently holding the physical card I collected in January 2026.
- My initial enquiry was handled by Rebecca, but those chat logs mysteriously disappeared from the app. Fortunately, I captured screenshots of Andile doubling down on the same nonsense, claiming a card was uncollected while it was sitting in my wallet.
- Since January, I have used this account to pay people via the app, transfer funds out of the account, and purchase electricity.
- According to FNB’s own security protocols, a Virtual Card on an uncollected or inactive account has strict limitations: it can receive funds, and it can tap at a POS, but it cannot facilitate outbound transfers, pay individuals, or purchase electricity on the app.
The fact that I successfully performed these transactions for four months is absolute, digital proof that the account was active and the card was registered as collected. To have your Credit Card department and your chat consultants (Andile and Rebecca) claim otherwise is a blatant attempt to ignore your own system's paper trail.
I am demanding public accountability:
- Explain how I performed active-only transactions for four months on a card you claim was never collected.
- Confirm that the replacement fee, which I was told via chat would be charged, has been waived. I will not pay for FNB’s inability to track its own data.
Stop trying to move this to a private DM. If your systems are good enough to manage my money, they should be transparent enough to be held accountable for your errors in public.
I am done wasting my fuel and time on this madness. I expect a response that acknowledges these technical facts.
I have already provided your complaints team with a list of transactions that prove your non-collection and non-activation stories are total fabrications.
Let’s look at the facts versus FNB’s own policies:
- I am currently holding the physical card I collected in January 2026.
- My initial enquiry was handled by Rebecca, but those chat logs mysteriously disappeared from the app. Fortunately, I captured screenshots of Andile doubling down on the same nonsense, claiming a card was uncollected while it was sitting in my wallet.
- Since January, I have used this account to pay people via the app, transfer funds out of the account, and purchase electricity.
- According to FNB’s own security protocols, a Virtual Card on an uncollected or inactive account has strict limitations: it can receive funds, and it can tap at a POS, but it cannot facilitate outbound transfers, pay individuals, or purchase electricity on the app.
The fact that I successfully performed these transactions for four months is absolute, digital proof that the account was active and the card was registered as collected. To have your Credit Card department and your chat consultants (Andile and Rebecca) claim otherwise is a blatant attempt to ignore your own system's paper trail.
I am demanding public accountability:
- Explain how I performed active-only transactions for four months on a card you claim was never collected.
- Confirm that the replacement fee, which I was told via chat would be charged, has been waived. I will not pay for FNB’s inability to track its own data.
Stop trying to move this to a private DM. If your systems are good enough to manage my money, they should be transparent enough to be held accountable for your errors in public.
I am done wasting my fuel and time on this madness. I expect a response that acknowledges these technical facts.