FNB App Disaster: PayShap Technical Error, Money Debited, No Proper Support, and Shocking Service

I made a PayShap payment of R150 on the FNB app this morning. The money immediately went off my account, but right after that I received a technical error message, and the recipient had not received the payment.

Since PayShap payments are supposed to be instant, I contacted FNB customer service on the app for urgent assistance. Instead of getting clarity, I got a completely unhelpful and contradictory response from the consultant, Yolanda.

She told me the payment had been made and that it would take up to 24 hours to reflect. When I questioned that, because this was a PayShap payment, she then said it could take an hour or 24 hours. That response was ridiculous and showed either a complete lack of understanding of the issue or no effort to properly read what I had explained.

The entire problem was that the payment had left my account, the app gave an error, and the recipient had still not received the money. That is not something you brush off with a lazy, generic answer.

To make matters worse, about 10 minutes later, the payment actually went through. So after unnecessary stress, confusion, and high blood pressure, it became obvious that the consultant either had no clue what she was talking about or simply did not bother to investigate properly.

Later, FNB sent out a notification saying they were experiencing intermittent technical issues. So the app clearly had problems, yet support still gave me vague and useless feedback instead of accurate assistance.

This experience sums up exactly what is wrong with FNB:

* The FNB app throws technical errors after taking your money * PayShap payments do not inspire confidence when the system fails * Customer service is poor, dismissive, and unhelpful * Consultants give contradictory answers instead of actual support * Customers are left stressed over transactions that should be simple and instant

This is exactly why I no longer trust FNB as a primary bank. A simple PayShap payment turned into confusion, frustration, and a reminder of how broken the system is.