1 reviews | Active since May 2011
Extremely Disappointed with FNB Online Chat Support
What is the purpose of having a secure chat function on the FNB app if it doesn't actually help customers?
I recently tried to find out something as simple as how much I still owe on my personal loan — which, by the way, isn’t reflecting properly on the app. This should have been a straightforward query, yet I spent over an hour on the chat service, being passed from one agent to another, and from one department to the next. I had to wait over 5 minutes between each response, only to be transferred again without getting a clear answer. Absolutely ridiculous.
This is not the first time I’ve had this kind of experience. FNB’s service has gone from being excellent to extremely poor. The chat is supposed to save customers time and effort — especially for those of us who don’t have time to go into a branch — but instead it wastes both.
If this is how you plan to handle digital support going forward, prepare to lose loyal customers. Something needs to change, and quickly.
I am extremely disappointed in the way FNB, and associated parties have been handling my funds — especially considering that I am a loyal and long-standing client. You refunded me R299, and then two days later, another R299, which I was eventually told to pay back. But what about the substantial overpayments made by iPDA on my behalf over the last few months? I have been requesting a breakdown of what I still owed from January to April 2025, and based on my own records, I did not owe nearly as much as was paid out. I sent an email to request clarity and a full reconciliation — but all I received was a batch of paid-up letters, with no explanation and no response to my actual query. Worse still, FNB accepted overpayments without notifying me or refunding the excess. Why should the overpaid funds now be returned to iPDA and not directly to me, the person who actually made the payments? When the R299 was refunded to me, it took only 2 days. So what is the justification for delaying the rest of the money that is owed to me? I urgently need those funds — and I certainly did not expect to have to fight for the return of my own money. The complete lack of communication, transparency, and urgency is completely unacceptable. I expect an immediate response and resolution, including the prompt refund of all excess funds that were wrongly paid out.
I am extremely disappointed in the way FNB, and associated parties have been handling my funds — especially considering that I am a loyal and long-standing client. You refunded me R299, and then two days later, another R299, which I was eventually told to pay back. But what about the substantial overpayments made by iPDA on my behalf over the last few months? I have been requesting a breakdown of what I still owed from January to April 2025, and based on my own records, I did not owe nearly as much as was paid out. I sent an email to request clarity and a full reconciliation — but all I received was a batch of paid-up letters, with no explanation and no response to my actual query. Worse still, FNB accepted overpayments without notifying me or refunding the excess. Why should the overpaid funds now be returned to iPDA and not directly to me, the person who actually made the payments? When the R299 was refunded to me, it took only 2 days. So what is the justification for delaying the rest of the money that is owed to me? I urgently need those funds — and I certainly did not expect to have to fight for the return of my own money. The complete lack of communication, transparency, and urgency is completely unacceptable. I expect an immediate response and resolution, including the prompt refund of all excess funds that were wrongly paid out.