Extremely Disappointing Service from FNB Connect

I am deeply disappointed with the level of service I have received from FNB Connect, particularly in how this matter has been handled once things went wrong.

I have been an FNB customer for over 15 years, recently upgraded to Private Clients, and have ordered multiple devices through FNB Connect in the past without any issues. This makes the current situation even more frustrating and unacceptable.

My device has not been delivered after four attempted deliveries, using RAM and Digital Planet as courier partners. Despite multiple follow-ups, there has been no successful delivery, no credible explanation, and no accountability. I escalated the matter to FNB Care and lodged a formal complaint, expecting this to be taken seriously given my long-standing relationship with the bank.

Nathan from the complaints department did contact me to discuss the issue and assured me he would follow up to confirm whether RAM had delivered the device. That follow-up never happened. No call back. No resolution. It genuinely feels as though my complaint fell on deaf ears.

What I find particularly insulting is the implication that I was “not available” for delivery four times. Why would I not want to take delivery of a device that I am paying for through FNB? I have made myself available, followed every instruction, and done everything expected of me as a customer. The issue is clearly courier incompetence, yet I am the one being inconvenienced and indirectly blamed.

FNB needs to seriously reconsider its choice of courier partners. RAM’s service has been nothing short of ridiculous, and by continuing to use them, FNB Connect is directly impacting customer trust and experience.

The real question is: What is FNB Connect going to do to fix this and ensure my device is actually delivered?

Because if this is the level of service I can expect — after 15 years of loyalty — I am seriously considering moving my banking elsewhere. This entire experience has been shocking, frustrating, and completely misaligned with the standards FNB claims to uphold.