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cC
carina C

1 reviews | Active since Jun 2017

07 Jun 2019, 09:52

Disappointing lack of pure online experience

My need was to open a bank account for my 8 year old son. He requested FNB, although I am not an FNB customer. My request to FNB was to open a youth account without the need for us to go to a branch. FNB were great by opening the account on the phone. They promptly arranged delivery of the card and details to our house. I aligned to all requested verification documentation and did actually pay a visit to an FNB branch as FNB had my ****en name on their system for some reason. It is with huge disappointment that I have now learned after multiple failed attempts to create an online profile either through internet banking or through the FNB app, that I am unable to do this without going to a branch to get this done. It seems ridiculous as I have received the card and PIN and I have comp**** to all verification requirements and documentation. Seriously FNB!!?? I thought you got this right? Understanding your customers and preparing for the future to service customers online!

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply07 Jun 2019, 10:28
Official
 
Good Day, 
 
We would like to sincerely apologize for all the inconvenience caused. 
A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback. 

Kind Regards, 
Hello Peter Complaints Team 
*** 
cC
carina C's update07 Jun 2019, 11:31
Reviewer Update
Thank you. I have been given 2 options. One which I do believe prevents the need for me to go into the branch. I will engage with the lady that phoned me to agree on a way forward. Appreciate your assistance to get this resolved. It seems like one step was missed at the account opening process, which is to create an online profile at the point of account opening by the respective customer service consultant.