Failure to communicate negatively impacting family

Oh, the irony that your email address is *** when you don’t actually care at all!

My brother, Charles Hellyar, is the executor of our late Grandmother’s estate. He is in the final stages of winding up this estate – a16-year-long process – only to have your institution trip us up in the final stages through complete and total lack of communication and care.

Your in-branch people have failed miserably. First in not setting up the account and app usage properly. Then not informing us that you would have to contact the Masters Office and Home Affairs? To do what exactly? Everything was given to your employee in the branch, the money is in the account – and because of your failure to communicate, we now have to wait another 30 days for your process??? Seriously?

Your social media team has failed dismally. I know two of your people have looked at my LinkedIn Post, but no answer has been forthcoming from you?? Maybe it’s time you climbed down your ivory tower and got to know the people who open accounts with you?

You have this great tagline – How can we help you? Well it’s time to live up to that tagline as my entire family, and my freshly rebuilt credit record, is now hinging on this money. My brother and I have been through hell and back to get this sorted, we are literally on our last financial resources and can both simply not afford to wait on processes that WERE NOT EXPLAINED TO US!!!!

I was so ready to sing FNB’s praises – but believe me this has been a totally frustrating experience – and while I am less than drop in the ocean of your client base, I will for as long as I am able, not recommend FNB South Africa as a trusted financial institution.