Atrocious Dishonest Service
I have both an FNB account and RMB Private Bank accounts. I won’t go into the details as it would be tedious to read. Suffice to say that a simple request to update my address and providing all of the necessary certified documents resulted in two dishonest emails stating they have been “unable to reach” me and have, therefore, closed the request without updating my details.
They doubled down and the lie that they have tried to contact me. They have not done so unless they’ve tried calling an old phone number that was changed a year ago.
So as the bank refuses to record my new address based on this untruth this reflects extremely negatively on the FirstRand group. They’re actually condoning the repeated dishonesty.
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Replies (1)'s updateReviewer Update
20 Jul 2025, 13:08Please not that I provided the RMB agent with my phone number and it was included in my email signature. I changed my number 12 months ago and requested RMB to update their records on at least 4 occasions. As I expected, you have customer data in so many databases that you are unable to coordinate every database being updated. It is a ridiculous situation in 2025 to have customer data all over the place. The concept of having customer data once and once only in a single data repository- I assume a RDBMS - is essential in the current age. It’s about time the FirstRand group initiated a project to consolidate customer data into a single database - everything from cheque accounts, saving accounts, credit cards, Morgages, vehicle finance, investment accounts etc should be linked to a single record of every customer and all their addresses and phone numbers.
But after providing my telephone number as, for some reason, that is indefensible, my old number *** that was terminated a year ago, the agent Pulane didn’t bother to call and sent this email (copy and paste)
Dear Mr Alun W Marchant,Thank you for allowing us to assist with your request for address update.Kindly note that we were unable to reach you as such your case is now closed. Please contact us again at your earliest convenience so we can assist you with updating your address. As an RMB Private Bank client, you can chat securely and directly to a support banker in the RMB Private Bank Suite using Secure Chat® or on the RMB Private Bank App.Have a wonderful day further.Kind regards,Pulane
Service Advisor
This email insulted my intelligence and was simply a lie - no effort was made to contact me. I know this as my wif also submitted her change of address and her phone number has been the same for over 20 years - no one attempted to phone her on her number and received the same message of “we were unable to reach you”. It is extremely alarming when ChatGPT emails is being used to generate emails to customers that contains an erroneous claim (a lie!) that RMB/FNB had made an effort to reach us.
But after providing my telephone number as, for some reason, that is indefensible, my old number *** that was terminated a year ago, the agent Pulane didn’t bother to call and sent this email (copy and paste)
Dear Mr Alun W Marchant,Thank you for allowing us to assist with your request for address update.Kindly note that we were unable to reach you as such your case is now closed. Please contact us again at your earliest convenience so we can assist you with updating your address. As an RMB Private Bank client, you can chat securely and directly to a support banker in the RMB Private Bank Suite using Secure Chat® or on the RMB Private Bank App.Have a wonderful day further.Kind regards,Pulane
Service Advisor
This email insulted my intelligence and was simply a lie - no effort was made to contact me. I know this as my wif also submitted her change of address and her phone number has been the same for over 20 years - no one attempted to phone her on her number and received the same message of “we were unable to reach you”. It is extremely alarming when ChatGPT emails is being used to generate emails to customers that contains an erroneous claim (a lie!) that RMB/FNB had made an effort to reach us.
's update20 Jul 2025, 13:08
Reviewer Update
Please not that I provided the RMB agent with my phone number and it was included in my email signature. I changed my number 12 months ago and requested RMB to update their records on at least 4 occasions. As I expected, you have customer data in so many databases that you are unable to coordinate every database being updated. It is a ridiculous situation in 2025 to have customer data all over the place. The concept of having customer data once and once only in a single data repository- I assume a RDBMS - is essential in the current age. It’s about time the FirstRand group initiated a project to consolidate customer data into a single database - everything from cheque accounts, saving accounts, credit cards, Morgages, vehicle finance, investment accounts etc should be linked to a single record of every customer and all their addresses and phone numbers.
But after providing my telephone number as, for some reason, that is indefensible, my old number *** that was terminated a year ago, the agent Pulane didn’t bother to call and sent this email (copy and paste)
Dear Mr Alun W Marchant,Thank you for allowing us to assist with your request for address update.Kindly note that we were unable to reach you as such your case is now closed. Please contact us again at your earliest convenience so we can assist you with updating your address. As an RMB Private Bank client, you can chat securely and directly to a support banker in the RMB Private Bank Suite using Secure Chat® or on the RMB Private Bank App.Have a wonderful day further.Kind regards,Pulane
Service Advisor
This email insulted my intelligence and was simply a lie - no effort was made to contact me. I know this as my wif also submitted her change of address and her phone number has been the same for over 20 years - no one attempted to phone her on her number and received the same message of “we were unable to reach you”. It is extremely alarming when ChatGPT emails is being used to generate emails to customers that contains an erroneous claim (a lie!) that RMB/FNB had made an effort to reach us.
But after providing my telephone number as, for some reason, that is indefensible, my old number *** that was terminated a year ago, the agent Pulane didn’t bother to call and sent this email (copy and paste)
Dear Mr Alun W Marchant,Thank you for allowing us to assist with your request for address update.Kindly note that we were unable to reach you as such your case is now closed. Please contact us again at your earliest convenience so we can assist you with updating your address. As an RMB Private Bank client, you can chat securely and directly to a support banker in the RMB Private Bank Suite using Secure Chat® or on the RMB Private Bank App.Have a wonderful day further.Kind regards,Pulane
Service Advisor
This email insulted my intelligence and was simply a lie - no effort was made to contact me. I know this as my wif also submitted her change of address and her phone number has been the same for over 20 years - no one attempted to phone her on her number and received the same message of “we were unable to reach you”. It is extremely alarming when ChatGPT emails is being used to generate emails to customers that contains an erroneous claim (a lie!) that RMB/FNB had made an effort to reach us.