FNB Business Poor Service

On 20 Sep 21, my fnb business account was frozen without prior warning, it had to take an attempt to buy airtime and send an ewallet to realise that my account is inactive. I do not want to imagine what could have happened had I decided to use services and pay after, what could have been the devastating embarrassing results of my card not working. With that said, I chatted on the fnb app with a consultant only to be told that my account was inactive due to suspected ***** of change of banking details. As innovative and helpful as that is that my account was secured from this **********, I was impressed and dissatisfied at the same time that there are no mechanism to inform me as the customer whether through email or so forth that my account is inactive due to whatever reasons.

I thus after the advise from the consultant on the chat box called in to verify and to understand what transpired with my account and indeed it was frozen. I have thus been referred to an investigator whom through our email conversations has been trying to assist in the matter and unfortunately his/her efforts are not bearing any results. Investigator did inform me that the matter is now escalated, not sure to which department and the matter is with whichever department that I can’t get hold off. I would like for my account to be reinstated with the funds that are in the account to allow me to settle monthly bills that I have obligations to and now I am more upset as some debit orders have returned which could have been settled if this issue was not taking so long. In addition to my work this weekend, I am also expecting funds for services I rendered in my business and now I feel so lost and demotivated with fnb service.

I am particularly upset that it took a minute to lock my account but no indication how long this will be resolved to activate my account. It can’t be that a bank that positions itself as an innovative bank with all the technology is failing in communicating with me effectively with a turn around time etc. This small things are what made me leave absa to join fnb 8 years ago and with this being the victim by ********** and fnb, I am considering changing my bank accounts, both personal and business. As for the call center, it doesn’t have the capacity to be a one stop shop, I am always referred to the next person and sent from pillar to post etc etc and calls end up being disconnected, what should I do to confirm I am the original account holder and what is being done to find the perpetrators who tried to fiddle with my account.

On 28 Sep 21 I visited FNB Brooklyn branch, the staff was so friendly and informed me that I need to contact the ***** division and gave me a telephone to use. I called over 10x as every time I was speaking to a consultant, I would be informed that I need to speak to the Investigator etc and when transferring my call, it will always get cut and even now, I have not spoken to them to find out the status or how long this will take. I really feel this transferring of calls is deliberate in cutting me as 1, there is no direct contact that the public can access to call them directly, you always have to be transferred from the call centre, this is by the way from the alleged innovative bank, there is nothing innovative in this entire process. Please make me understand how it is so difficult to get hold of the person I must follow up with and why this matter is taking so long to resolve. I am peacefully angry about this. Its more upsetting that even the reference number given does is unable to search, I always have to give my ID number instead of the ref number, no Innovation whatsoever.