Appalling service as per Usual

FNB is becoming the worst decision I have ever made to move back to them. It started with an application for credit card that a was a proper mess and almost ended up making me travel without the amount I needed.

I am now sitting with the same service level issues with an Cheque card account application that I made as an addition to my portfolio. I first app**** for an Aspire Current account and that application No-one bothered to process or do anything about it. I decided to make an application to add a Premier Cheque Account to my Already existing portfolio of the Premier Credit Card. From the Start of that process it's been beyond painful. The application I made online No-one bothered to attend too again, I then had to call the sales line and spend time and airtime to apply for the Cheque account. I was told that I would be sent an email to alert me to upload the relevant documents which of course true to FNB style I never received such an email. I waited and waited still nothing. Received my card and activated it. I have more than enough funds sitting in the account currently but cannot use them because the account is not active as yet. I contacted Premier banking and they told me I need to submit the documents and I asked how when I Never was sent any comms for me to do such. I submitted the documents and even asked if this can be prioritized because I need to access my funds however again true to FNB style I was just told to contact the KYC dept. Comes today where I am sitting frustrated with Funds I cannot access and needing to travel and I get to Speak to a Matshidiso Monaraeng in the KYC dept who 1. Cannot find my KYC docs that I emailed despite me giving her the correct email address and noting I received confirmation of receipt from the KYC Dept that the docs have been received and will be processed and she very quickly tried to just brush me off by saying there is not much she can do if its not on Fica and I asked her what I must them do when I have funds that I need to access and can't at the moment, I then processed to give the Reference No that the system sent me and she tells me that it is allocated to someone else who is obviously not me. Back to square 1 we are where I then question again what must I do now because I need my funds, I hold for a number of minutes only for her to come back with No solution but to just tell me it is to be escalated and It would probably take 1 business working day to come to me , mind you I still need to travel and need my funds which FNB is happy to keep and I can't access.

To say that the level of services provided is appalling would be an understatement especially for an account that is sold as you getting the best possible service and having access to a group of people that are dedicated to helping you but when ever you do need the help you not only not get it but are sent from pillar to post.

How is it that a client currently has a portfolio with over 3 different accounts opened with FNB still has to go through a painful inefficient KYC Process is beyond me especially for a person that builds systems for a living. The fact that there is a FICA upload functionality on the internet access yet you cannot use it to manage such processes and you have to go through individuals who are not at all keen to assist is even more puzzling.

How the only time you can get service from FNB is to go through such platforms is even more appalling.

I was considering moving my business account back again but I will never ever make such a mistake again.