Extremely Poor Service and Constant App Errors

The FNB app constantly gives errors. For the entire month, I was unable to access the Navigate Money tab due to a system error stating it was “being investigated.” Because of this, I couldn’t complete the tasks needed to earn my monthly eBucks points.

I contacted FNB via Secure Chat at 09:46. At 10:09 I was told someone was preparing to assist me. Only at 10:20 did the agent respond, and then immediately said they were transferring me to another department. Two minutes later, I still hadn’t been transferred, and the agent asked if I was still there. I rep**** immediately at 10:22 — yet at 10:23 the system claimed the chat was paused because I “wasn’t responding.” Seconds later, the agent ended the chat. I then waited again for assistance, but no one rep****. At 10:54 (over an hour later), someone finally connected, but by then I was in a meeting and unable to respond.

This is not an isolated issue. In April, I asked my private banker for help with my Tax-Free Savings Account, which was also giving errors. My emails went unanswered, my calls were ignored, and only after threatening to leave the bank was the issue finally resolved — three months later, at the end of August. It took FNB three months to transfer money into my Tax-Free Savings Account.

FNB’s service has declined dramatically. At this point, I genuinely don’t see the value of paying for private banking, and I am seriously considering leaving the bank.