Disappointed by Conflicting Information and Lack of Professionalism

I am extremely disappointed with the level of service I’ve received from FNB recently. I’ve been given conflicting information from different staff members on several occasions, which makes it difficult to trust the advice provided.

When my private banker went on maternity leave, there was no clear handover or temporary replacement assigned to assist me — leaving me without proper support for weeks. This lack of continuity is unacceptable, especially for clients who rely on private banking services.

The call centre experience has also been frustrating. The staff are often unprofessional and seem poorly trained; something as simple as transferring a call becomes a major challenge. I’ve spent far too long on hold or being passed from one department to another with no resolution.

It’s also disappointing that something as basic as decreasing a business credit card limit requires writing an email instead of being handled quickly through online banking or with a phone call. For a bank that markets itself as digital and customer-focused, this process feels outdated and unnecessarily bureaucratic.

Overall, FNB seriously needs to improve communication, staff training, and internal processes if it wants to live up to its reputation for innovation and customer service.