Extremely disappointing service from FNB Home Affairs passport process misleading information and month long delays

I have been an FNB client since my very first bank account, and my wife and I have supported FNB for many years. Unfortunately, my experience with FNB’s Home Affairs passport service has left me extremely disappointed.

I recently app**** online through the Department of Home Affairs system for passports for my two daughters and completed payment. The only remaining step is biometric authorisation, which can only be done at selected FNB branches. This process was advertised as being faster and more convenient than going directly through Home Affairs.

However, when trying to book, the DHA system shows that all FNB branches only have availability more than a month from now. Waiting a full month just to complete biometrics is unreasonable and completely defeats the purpose of this service.

To make matters worse, the DHA system clearly states that FNB The Glen Shopping Centre can “Process Applications without a Booking.” Based on this information, we contacted the branch directly, only to be told a flat “no”, no assistance without a booking, no alternative solution, and no willingness to help.

I even suggested booking an appointment through the FNB app for a sooner date (as the app allows bookings for other services), but this was also rejected without explanation. This raises a serious concern: why does the official DHA system state that walk-ins are accepted if the branch refuses to assist? This feels like misleading or false advertising.

I was willing to drive from Sasolburg to The Glen specifically because I trusted my bank and believed in the service being offered. Instead, I was met with rigidity, poor communication, and zero effort to assist a long standing customer.

Why is there a one month wait across FNB branches in South Africa for a simple biometric authorisation, and why is information shown on official platforms not honoured by the branch?

This experience has seriously damaged my trust in FNB. I expected better service, transparency, and support from a bank I have been loyal to for years.