Account locked!!

Dear FNB Customer Service,

I am writing to formally lodge a complaint regarding a deeply frustrating and distressing experience we had with your customer verification and account recovery process.

My mother’s FNB account was locked after three incorrect password attempts. When attempting to reset the password through the FNB app, the process appeared to complete successfully — only to result in the same login error, instructing us to reset the password again. We then tried via the website, where we were informed that the account had been blocked and we needed to contact FNB.

Upon contacting FNB, we were able to verify my mother’s identity using the FNB app's fingerprint authentication. However, despite successful biometric verification, the consultant proceeded to ask my mother additional security questions — including details such as the last withdrawal date, amount, and location, as well as details of the most recent deposit.

I explained to the consultant that my mother is currently unwell and undergoing therapy, which affects her memory and ability to carry out basic tasks. Despite this, I was told I could not assist her with the questions. Understandably, my mother became extremely anxious and could not recall the specific information requested. I would argue that most people — including myself — would struggle to answer such specific financial questions on the spot.

When we stated that we would need time to check those details, the consultant informed us that we had failed the identification process and that the account was now hard-locked. We were told the only way to resolve this would be to visit a physical branch.

Frankly, I am appalled. If the consultant knew that failure to answer these questions would result in a hard lock, why proceed in the first place — especially after identity was already verified via biometric authentication on the app?

Now, I am being forced to take my ill mother, who suffers from severe social anxiety, into a branch — all because of an overly rigid and outdated verification process that offers no consideration for individual circumstances or technological advancements already in place.

FNB’s current authentication approach is not only unnecessarily complex but also lacks empathy and flexibility. The questions asked are unrealistic for most customers to answer accurately and seem designed to set people up for failure.

This experience has left us feeling frustrated, and extremely disappointed.

I expect a formal response and clear guidance on how this matter will be resolved promptly without further distress to my mother.