Calling Out Service Issues at FNB South Africa: A Case for Better Client-Centric Banking

Calling Out Service Issues at FNB South Africa and RMB - Private Bank: A Case for Better Client-Centric Banking

I’m sharing my experience with FNB, a bank I’ve trusted for decades as a loyal client and Private Bank customer. Following my financial emigration to the UK, a process I completed in June 2024 with a Certificate of Non-Residence from SARS, I expected a seamless transition. Instead, I’ve faced frustrating, poorly managed interactions that have now left me in financial limbo.

The Issues 1. Communication Failures: Despite repeated queries about account changes and documentation, I’ve been ignored or given inconsistent answers. Not one agent could provide a clear list of required documents—each submission led to a new request. 2. Unexplained Account Freezes: My account was frozen on 25/11, hours after a forex transaction was escalated. Proof of source of funds was immediately provided, clearing my funds for ons**** use only. At least I can send my daughter her alimony so she can pay her bills in South Africa. However, I’m now required to submit a TCS PIN, a process that takes time, leaving me unable to access my money for living expenses in the UK. 3. Disrupted Monthly Transfers: My income, received in ZAR from a South African client, is used to: - Cover living expenses in the UK (two-thirds of the total). - Support my daughter, a full-time student in South Africa. - This consistent cash flow has been unnecessarily disrupted. 4. Blocked Card Access: My debit card is unusable, even for essential purchases or subscriptions. 5. Inadequate Support Channels: Over 20 agents have been involved, offering no consistent or accurate information. Secure chat agents frequently disconnected, and a 57-minute international call to the non-resident compliance center was abruptly cut off.

The Impact I cannot pay my bills in the UK, risking my credit rating and visa renewal. Basic subscriptions linked to my debit card may be declined. The financial instability caused by FNB’s handling is unacceptable for a client with significant funds in their accounts and longstanding relationship with FNB.

What Needs to Change - Immediate access to funds for living expenses while awaiting the TCS PIN from SARS. - Clear, proactive communication about non-resident account processes. - A review of FNB’s internal processes, agent training, and accountability systems.

A Call for Better Banking Practices As a global advocate for financial and digital inclusion, I’m committed to raising awareness of the challenges clients face when banking systems fail. Even long-standing, high-net-worth clients deserve better.

I hope this post prompts FNB to improve its client service model.

A formal complaint is in process in process too with The Banking Association South Africa FAIS Ombud SA Ombudsman for Banking Services South Africa