Bad Customer Experience

Customer service at FNB seems to be in a downward spiral of epic proportions. Case in point: trying to link my son’s debit card to Apple Pay has turned into a Kafkaesque nightmare. Because he’s under 16, I have to physically call FNB to make this happen. Fine, rules are rules. But here’s the kicker—FNB’s call line appears to be permanently set to "Jingle Mode." I’ve spent what feels like entire lifetimes listening to their hold music, waiting 20 to 30 minutes at a stretch, only to achieve... nothing.

Do FNB employees even know their phones have a "pick up" button, or is that reserved for mythical VIPs we mere mortals know nothing about? At this rate, I might as well hand my son a Capitec card, because FNB is starting to feel less like a bank and more like a South African municipality: bureaucratic, unresponsive, and somehow always just a little bit broken.