Complaint – FNB Blocked Our Business Account Without Warning, Causing Serious Operational Damage

Complaint:

I am lodging this complaint due to the unacceptable, negligent, and damaging actions taken by FNB against our company, Sonometric Inspection cc (***).

This morning, the very first transaction I attempted — a simple card payment at a coffee shop with a client — was declined without warning. I then attempted to load a beneficiary to pay a supplier, which also failed. I then went to the supplier to make the payment in person, and the card was declined yet again.

It became clear that our business account had been blocked — with absolutely no communication, call, or proper notice from FNB.

When I contacted FNB for assistance, the situation became even worse: • I called the number listed in the FNB Business App, only to be told it was the wrong number. • I called the new number I was given and was initially told “there is nothing wrong with your account.” • After a total of 51 minutes on the phone, someone finally discovered a supposed “outstanding FICA document.” • FNB claims they “sent an email”. We never received it. If it landed in spam, FNB should have called us — especially before shutting down a company’s ability to operate. • I was told that if they helped me over the phone, the issue would take 24 to 48 hours to resolve, leaving us completely unable to trade. • To add to my frustration, I was then informed I have to go into a branch to fix the issue. I am now standing in a queue, wasting even more time while my business operations remain completely halted.

This entire situation is unacceptable, unprofessional, and highly damaging.

Today I was meant to be on a tender in the Northern Cape with staff on site. Had I already arrived and been in a remote area — miles away from any branch — I would have had NO way to resolve this issue. We could have been penalised for delays or failure to deliver, causing significant financial and reputational harm. We narrowly avoided a disaster purely by chance.

Because of FNB’s failure to communicate, follow up, or take accountability, our business has suffered: • Lost business hours • Inability to pay suppliers • Failure to operate during tender mobilisation • Staff downtime • Reputation damage • Unnecessary travel and time wasted standing in a queue • Extreme frustration and avoidable stress

All of this could have been prevented with a single phone call when FNB did not receive a response to their email.

I am requesting the following from FNB: 1. Immediate reinstatement of full account functionality. 2. A written explanation for why no follow-up call or proper FICA communication was made before blocking our account. 3. Accountability for the operational disruption, tender risk, and financial losses this caused. 4. Assurance that FNB will urgently fix its communication and FICA-handling procedures so other businesses do not experience the same negligence.

This was entirely preventable, and it has caused significant and unnecessary damage to our operations.

I expect urgent feedback and resolution.

Sonometric Inspection cc