FIRST NATIONAL BANK HOW CAN WE HELP YOU STORY TOLD BY A PENSIONER

I am a 62-year-old woman and a pensioner. I survive solely on my pension, which is not enough to live on. Because of this, I made the difficult but courageous decision to start a small business so that I can support myself with dignity.

To do this, I had to pay company registration costs, BEE-related compliance, and other requirements — all of which came out of my pension. This process already took months due to my limited finances.

I then approached First National Bank to open a business bank account, believing a reputable bank would support small entrepreneurs.

What followed has been one of the most stressful and discouraging experiences of my life.

• I waited well over an hour in the branch to be assisted. • The documents I was told (and Googled) to bring were suddenly “not enough” and I was required to complete additional documentation. • Each visit to FNB costs me R380 or more in Uber fees, which is a significant amount for a pensioner. • I was told my bank card would be delivered. It never arrived. • I emailed the second set of documents as requested — still no card. • I cannot access the FNB app and cannot obtain assistance without long, expensive calls on prepaid airtime. • Calls are repeatedly dropped or transferred, requiring me to repeat security questions multiple times.

Eventually, I was told I needed to return to the branch for verification — another Uber trip. I waited over two hours and again left with no card. I was told to deposit money to “activate” the account, which I did.

Despite all of this: • I never received a bank card • I never received any bank statements • I never received any explanation of charges

The next thing I received was a demand for R149, with no statement or explanation. I emailed FNB — no response.i did not have that money.

In December, while I was on holiday, I then received a threatening message stating that my account had been handed over to lawyers for approximately R297.

For what service?

I eventually spent money on airtime again, was cut off, transferred incorrectly, and finally told that these were bank charges and that my account was in overdraft.

How is this possible when: • I never received a card • I never received statements • I could not access the app • I had not even started trading

Now I am told to contact attorneys on a 051 number and am expected to pay legal costs. I dont have the airtime for that

Your slogan is “How can we help you?” Instead, FNB has: • Added financial strain • Added emotional stress • Penalised a pensioner who was trying to become self-sufficient • Sent legal threats without transparency or documentation

Starting a business is hard enough — especially as a 62-year-old woman pensioner. This experience has been deeply unfair and unprofessional.

I am asking FNB to:

1. Provide full statements and written explanations for all charges 2. Reverse unfair charges and legal handover costs 3. Acknowledge the failure in service delivery 4. Resolve this matter with urgency and dignity

Standing in queues “like sheep,” paying hundreds in transport, and being threatened with lawyers is not acceptable banking practice.

I expect a senior response — not another automated apology.

Marlene