A simple request is taking over three weeks and has cost me more than R3000. Absurd in 2019.

I have been dealing with FNB for the last three weeks to try and solve a simple problem which should actually be able to get fixed via email.

Problem: I live abroad and do not use my SA number anymore, therefore cannot authorise transactions via One Time Pin.

Solution: Send One Time Pin to email instead.

In the last three weeks, I have communicated with several people at the call centre and being abroad means each call averages around R300. After the first call, I verified my identity and was told that my problem would be solved in 24 Hours (business days), although there might be a delay due to a public holiday.

Totally understandable...

Except nothing happened, so after +- 72 hours, I called again, they knew nothing of my request...

I had to verify my identity again but this time telephonically was not good enough and I had complete a document, which I sent through 5 minutes later. Once again I was promised a response in 24 hours.

48 hours later... Nothing.

This prompted me to do two follow up calls, where the customer care representative said they have to speak to the technical department, regarding the email and they will get back to me.

And nothing... No emails, no calls, no nothing.

So instead of calling again, I am posting here with the hopes that this can be resolved promptly but at this stage I will be cutting off relations with FNB as soon as I am back in SA.

It is a shame that they went from a bank with great customer care and support to another lying, empty promise filled institution, just eager to grab your money but when the ONCE IN A BLUE MOON support is needed, they are useless...