Archaic Online Business Banking System shows no improvment

So, it must be two years since I last spoke to the muppets who run FNBs online business banking platform. Still no functionality to search for payments by beneficiary!

The whole system has needed a revamp for years, but no one can be bothered. They're all basking in the glory of being ranked the top online banking system in the country, or something like that. How they ever received the accolade, God only knows.

Honestly, I could write a book on how they could improve their system, and it’s not rocket science. Despite offering my services numerous times (for free!), I have never heard a whisper from them. Why wouldn't you want to get a customer's help on improving your product?

Today, I was trying to find out what beneficiary changes had been sent through the system for authorisation. No record! You get the name of the folder which has had changes made to it, and the person who made the changes. No beneficiary information. You simply can’t tell what you’re authorising.

I know banks, I worked in the industry for 34 years. Making changes to online banking can be tedious: you’ve got to prioritise them, schedule them, programme them, test them, execute them etc. and there’s always a limited budget. FNB will obviously never skimp on the security of their system, and that’s where they will spend most of their time and money, but even that is extremely cumbersome for the user.

The frustrating part is that they don’t care about the customer experience, at all! They could do so much to make the user experience better, but they won’t budge. I suppose they know that customers like me will live with it, just like humans live in an abusive relationship. They’re not going to move a banking relationship just because the bank’s online platform is *******, so FNB don’t bother upgrading it. I really wish they took this part of their value proposition more seriously, it would make them a much better bank.