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Ben B

1 reviews | Active since Jun 2021

25 Jun 2021, 12:25

FNB are the **********

Why you should not open an account with FNB. They are useless!!. Now to ensure that my review is taken seriously I will try and present the facts as objectively as possible. In doing a quarterly review of our company accounts we identified *****. We followed the process and registered our concern. 1) They lost the / couldn't find the ***** case 2) After being cut-off twice (I have the records of this and the email I sent stating as much) I got to re-register the ***** case. 48 hrs later I get an email (that I cannot respond to and there is no contact number) saying they wont entertain the query as it is beyond 30 days. To add the facts to this case - as a company we have signed up for and pay for all the checks - the app notification and sms. For these ********** cases we received none of these (again can provide proof). So the intention then was to phone the ***** department to take this up. The call team are all working remotely so no one can escalate anything (in other words the Team Leads and Managers are having holiday). I was cut-off 6 times and no manager could be reached in all this time (hmm so we pay full fees for bank managers to have a holiday at home - who runs this bank? What bonuses do they get. At the point of typing this review - I have been sitting on the phone for 40 min and no one can find a manager (12h00 on a Friday??). To be clear on the facts - our company pays for all the checks (sms, App notifications of all payments) - with these 5 transactions we received none of these. So the ********** were able to bypass FNB's system (what are they not sharing that there system is failing!!). We also don't use the Credit card on any sites so someone has hacked their database and transacted - again why is FNB not making this fact public. Well simple answer - we as the client / consumer just have suck up the costs of ***** while they make the profit! I hope that if nothing else this gives people a heads-up that FNB's system is failing both technology and management. Find another bank - preferably one of the new online banks (go check out what's available)

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Replies (8)
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Ben B's update25 Jun 2021, 13:21
Reviewer Update
Thank you and as per our discussion on the phone, it will be good to see if the above is just a bit of PR or if someone will actually get back to me today or if the weekend has already started for FNB. Nice KPI for other clients to monitor.
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Ben B's update28 Jun 2021, 15:37
Reviewer Update
Sad but not surprised, still no response from FNB (74 hrs)? According to the PR lady this was a high priority - so SLA of more than 2 working days for a response? Thank goodness FNB don't run hospitals or something serious... So we can now say the PR is exactly just that, PR with no substance. Clearly no Management Systems in place at an organization we entrust to safe guard our savings? Last point for today but that I think it is important to start sharing - FNB security system is failing and they aren't making clients aware (surely they have an obligation? I would love a legal opinion on this?). Again there is data / evidence to support this i.e. shows that hackers are able to bypass their notification system (you know the sms and app notifications you are paying for). Ask one one of the IT department and they say FNB are aware of this and one of the suspicions is this is an internal breach. Why is this not being made public and why have FNB not stopped charging their clients for a service which is not performing its function? Instead they put a disclaimer on the Web?
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Ben B's update05 Jul 2021, 15:23
Reviewer Update
Still no response (2 full weeks - not a single manager at FNB available) - for the record I have been sitting on the phone for 68 min while the poor Customer Service Lady tries to find ONE manager. Again all 'working from home' (aka on holiday). The Customer Service Lady called her manager on Teams with no response... so if her manager was working from home and sitting in front of her laptop - she would see Teams (we all know how it works) ringing. Even if she was busy she could send a message via Teams to say she would call back, but she did neither - which tells me she isn't 'working from home' - she plainly isn't working!!
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Ben B's update09 Jul 2021, 08:55
Reviewer Update
Fri, 09.07 and FNB still have not had the decency to contact our company. Not a single phone call. Read above 'they are sorry' and this matter has been escalated. BS from FNB. Time to move on, share this poor performance widely so other can also choose better banks and possibly start pooling all the ***** related cases to get a picture of just how bad FNB security is.

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Ben B's update15 Jul 2021, 14:36
Reviewer Update
IMG_9942.PNG 163.44 KBAnd this is what you get when you deploy / employ 'bots' - I think this is the fourth 'high priority' notification we have received.....FNB do realize they should then do what they say... I am willing to bet any FNB employee we don't get a call within 48 hrs.
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Ben B's update16 Jul 2021, 15:19
Reviewer Update
image.png 81.49 KBThis is the ***** being committed by FNB. In their letter above they make some great statements "We have noted that the transactions occurred prior to you reporting them..." which genius lawyer wrote that line. Then they hide behind clause 11.1.3, but no where do they acknowledge that we are using their notification service - which failed to notify us....hmm seems a little one sided. It would appear a decision has been taken by FNB to push these losses to their clients. Hopefully a brave employee can leak this and get them to start owning up and taking responsibility.
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Ben B's update16 Jul 2021, 15:19
Reviewer Update
image.png 81.49 KB
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This is the ***** being committed by FNB. In their letter above they make some great statements "We have noted that the transactions occurred prior to you reporting them..." which genius lawyer wrote that line. Then they hide behind clause 11.1.3, but no where do they acknowledge that we are using their notification service - which failed to notify us....hmm seems a little one sided. It would appear a decision has been taken by FNB to push these losses to their clients. Hopefully a brave employee can leak this and get them to start owning up and taking responsibility.
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Ben B's update26 Jul 2021, 11:51
Reviewer Update
End of July and ***** case still not resolved! We even got a corporate support person involved and they are seeing first hand that FNB staff are on a big holiday. Lots of excuses to hide behind - but the facts are the facts.