Atrocious Service from FNB

I opened an account for my mother with FNB using her passport and permit and I proceeded to transfer R1000 to activate it. When she tried to buy fuel, the transaction was declined with no reason. Any further deposits were blocked and it even seemed like FNB couldn't deduct the monthly fee.

When we went to the branch, we were told that the account has a hold on it and no transactions can be performed until the visa is aligned at Home Affairs. My mother is 61 years old and is in no position to be travelling to Home Affairs to align a permit that was issued by the SA Embassy in Zimbabwe. The people at the bank didn't even have any detailed information about what needs to be done and what should be said at Home Affairs. Furthermore, the visa process is no longer available directly at home affairs, but rather at VFS so no one can clearly assist or refer us to the right protocol.

My mom is now set to leave for Zimbabwe and the money in her account, which should be used for her travel expenses, is now stuck. But miraculously, FNB has been able to deduct their monthly account fee yesterday. If the account is on hold, why is only FNB allowed to take the funds but the owner of the account is now? This is honestly disappointing service.

Merclin Hendricks from the Clearwater branch told us he'd give us a call on Monday and also that he would escalate the issue. We have been waiting but have not heard from him. The number he gave us to contact him on sends us to the FNB call center.

I'm very disappointed with FNB and this inconvenience is horrible.