Disgusted!

Dear FNB Complaints Department

I am writing to formally lodge a complaint regarding the unacceptable service I have received in relation to the accounts I opened for my son and daughter.

When opening the FNB accounts for my children, I was unable to upload their required documents due to ongoing technical errors on your platform. I then contacted an agent via Secure Chat and was advised to email the documents to ***, which I did promptly. Despite complying with this instruction, the accounts remain blocked.

I again reached out via Secure Chat and was told to contact the KYC department. I have just done so and spoke to Jared, who informed me that the profiles are incomplete and that I must first update their profiles. He then transferred me to Jemina from Online Banking, only for her to tell me that this is in fact a KYC issue.

This constant passing of responsibility from one department to another is extremely frustrating and unacceptable. It appears that no one at FNB takes ownership of resolving customer issues. Why is it so difficult for your teams to provide a clear, consistent solution?

What makes this situation even more disappointing is that we are longstanding FNB clients with multiple products, including:

- Business account - Bond - Loan account - Personal accounts

Despite paying substantial service fees, the level of service delivery has been appalling. The lack of competence displayed by call centre staff and the inability to resolve a straightforward compliance matter is unacceptable.

I request the following as a matter of urgency:

1. Immediate resolution of the blocked accounts. 2. Confirmation that all submitted documents have been received and accepted. 3. A single point of contact who will take ownership of this matter until it is resolved. 4. An explanation as to why customers are being sent between departments without resolution.

Please treat this matter with the urgency it deserves. I expect a prompt and definitive resolution.