Extremely Poor Service, Unreliable Network & Disgraceful Customer Support from FNB Connect

I am a longstanding FNB client with multiple products and have been with FNB Connect for several years, currently holding two active contracts. Despite my loyalty and the money I pay every month, I have been experiencing severely poor signal strength, predominantly on LTE, for quite some time now.

This is not a minor inconvenience. I have literally gotten lost while using navigation because the signal dropped completely. I have missed important calls and been unable to rely on a service I am paying for. This level of unreliability is completely unacceptable in 2026.

On Monday I reported the issue and was explicitly told the turnaround time would be 24 to 48 hours. When I followed up yesterday (after 48 hours had already passed), I was then informed it was actually 24 to 48 working hours. This means the issue could drag on for up to six days while I continue paying for a service I am not receiving.

Today I requested immediate cancellation and a refund for April. Once again, I was told a ticket has been logged with a 24/48 hour turnaround — with no mention of it being working hours until I specifically pointed it out. Only then was the “working hours” clarification added.

This is ridiculous, unprofessional, and shows a complete lack of respect for loyal customers. The constant shifting of goalposts, vague timelines, and failure to resolve a basic network issue is shocking from a major bank like FNB.

FNB, how exactly do you think you can help your customers when your own processes are this broken? Your customer service is a joke.

I expect this issue to be resolved immediately, for both contracts to be cancelled and refunded for April. If this is not handled promptly and professionally, I will have no choice but to take my entire banking portfolio — multiple products — to another bank that actually values its customers and delivers on the services they charge for.

I am extremely frustrated and disappointed with FNB Connect and the overall level of service I am receiving as a loyal client.