FNB Cash Investment Desk

Today I had the worst experience with FNB.

A month ago I gave two instructions on my 32day notice account. One to pay out immediately and the other to pay out after 32 days. Apparently the instruction to pay out after 32days did not take into account the fees payable for the immediate payment. This is after the App indicated the max value that can be withdrawn.

I spoke to numerous people at FNB who all directed me to the Cash Investment Desk, which I can fully understand.

However when trying to reach the Cash investment desk, I was disconnected after holding for almost 6 minutes. The second time I managed to reach the Cash Investment Desk (Keliso, spelling might be incorrect) told me that I had to calculate the amount available and given the instruction based on my calculations and not the apps displayed balance. She also proceeded to tell me that it is my fault that FNB did not notify me of a possible issue on the transaction as I did the transaction electronically and not with an agent. When I tried to explain the matter to her she said that she does not understand my issue. I asked to be transferred to someone who might be able to understand when Keliso without warning transferred me to a GENERAL FNB helpline with IVR prompts without any notice on why she is doing this.

I then phoned my very helpful private banker who is desperately trying to assist me, but even when she phoned the Cash Investment Desk the line was also just cut without any help being offered.

Ive generally only had positive experiences with FNB, but the service offered by the Cash Investment Desk and their lack of understanding or accompanying processes to identify a possible error and notify a client is shocking.

I've waited the mandatory 32 days for my funds after I received an sms to indicate that my money would pay out on the 16th of November only for someone like Keliso to tell me that a process failure on FNB's side is my fault without consideration for the knock on effect that this has.