Almost 20 years with FNB – paying for Private Banking, but where is the service?

I have been an FNB client for almost 20 years and have remained loyal to the bank throughout this period. However, my experience with Private Banking has become increasingly disappointing.

The Private Banking account comes at a significant cost, yet I am struggling to see the value in the benefits and service I am paying for.

I am currently on my second Private Banker, Sejato Maake, and unfortunately the experience has not improved. Several initiatives and matters were discussed with my Private Banker, but these have not been completed, and I have received no meaningful feedback since 2024, despite numerous follow-ups.

What is particularly frustrating is that I should not have to repeatedly chase a Private Banker for updates on matters that were already agreed upon. If the purpose of Private Banking is to provide personalised, proactive service, then this experience falls well short of that expectation.

After almost 20 years of loyalty to FNB, I believe I deserve better communication, accountability and service.

FNB needs to explain what value I am actually receiving from Private Banking if agreed initiatives are not actioned and follow-ups are simply ignored.

I am requesting that this matter be escalated and that I receive a clear response addressing the outstanding matters, the lack of communication and what FNB intends to do to restore the level of service expected from a Private Banking client.