Bon voyage my first bank, a sad farewell.

<p>Before I start I would like to say as FNB was my first bank I have many fond memories banking with them, I am genuinely sad how things have transpired over the last month or so...</p> <p> </p> <p> </p> <p>I was recently upgraded to a private client with FNB cheque account. My expectation was that I would have a real private banking experience, however this was not the case. </p> <p> <br />It all started when I lost my card. This was the first time that I heard that your systems were down (this has happened about 3 times since then). When I spoke to your consultant they said I could order a new card on my OLB due to system issues which I was willing to do. I also requested that my card be cancelled (as it would obviously be at risk for *****). THe consultant advised me that the card was cancelled.</p> <p> </p> <p><br />Once the order was placed on my OLB, i received a text message that stated that the courier company would be in touch with me "shortly" to organise the delivery of the card. 24 hours passed with no response so I called into the call centre again and explained my card was lost and I wanted to track my order, the consultant who I spoke to requested my card number (for the card I LOST) in order for me to go though a security check. This was obviously not possible. Then the consultant took me through a manual security check which asked the most ridiculous questions. </p> <p> </p> <p><br />Once I had finally got though the security questions, I explained that I wanted to organise where the card should be delivered. The consultant told me that I would have to contact the courier company as they could not help. I would suggest that you guys align your bank with the courier company to deliver a better client experience because this was frustrating.</p> <p><br /> </p> <p><br />But wait, theres more. When I spoke to the consultatnt they advised me that my card was still ACTIVE!!!!!! This means that for about 3 days a card that I thought was cancelled was active and at risk for fruadulant acts. </p> <p> </p> <p><br />After this i decided that I had to close my account due to the total disregard for the security of my account and overall terrible experience. I thought closing the account wwould have ended the stress with banking with FNB, but alas I was going to be dissapointed again. </p> <p> </p> <p><br />I called into your call centre again expecting the worst and this was the first time I was not dissapointed. I told the consultant that I would like to close my account and move accross all my debit orders to my new bank. THe first thing the consultant says is "Ok I will transfer you to the debit orders department" I refused to be transferred and asked the consultant to explain how I go about closing my account. The consultant advised that I need to walk into a branch (an inconvenience that I was willing to accept). I thanked the consultant and then asked to be transferred to the debit order team. The consultant then advised me that it was a satuday and they were not in! This means that if they transferred me immediately I would've been sent to the team that was not even in!. </p> <p><br /> </p> <p><br />Moving onto my experience at your branch, it was probably one of my better experiences. The ticket system was however down. Although the team there first told me they could not take an instruciton to close my account on a Sunday due to systems not being available I explained my experience so far and they made a plan to take the instruction. </p> <p><br />I was advised that I would be contact before wednesday last week for the closure of my account. This never happened. Since then I have been charged my monthly account fee so my account is now in arrears. </p> <p><br />I do not want to call your call centre again and would like to work directly with your complaints team. I tried to not take this to social media but could not get through to you guys by telephone. Your website also limits how long a complain can be.</p> <p> </p> <p><br />*disclaimer - the above refers to the general experience, general facts are true but the timeline may not be exact. </p>