FNB Client Branch Service Unacceptable

I am writing on behalf of a friend with regards to the service received from FNB branches since 19 December 2024, which in all cases, did not supply the expected end result.

He visited the Gezina Galleries branch on 19/12/2024 to make some changes on his account - e-mail address, home address and he required to receive a monthly state on his main account.

He was told that his e-mail address can't be corrected, as he first need to do his home address, but the landlord letter and landlord's utility account copy was not sufficient to do this. A FNB document needed to be completed, but the landlord's letter actually supp**** more information from the landlord wasn't accepted, not even temporarily. The FNB document does not even have the FNB logo and official information on it???

This is very strange and totally unacceptable, as half a day was then waisted and nothing was done.

Due to his working hours, he then was only able to return to the bank to do the necessary, at the Kolonnade Branch on 09 Feb '25.

On 09 Feb '25, his address was corrected as well as his e-mail address, as that afternoon he started to receive inContact mails for all the transactions on his account, however it would appear that some transactions did not send an e-mail.

He is also seeing this on the APP as well - should the mails not be replaced with SMS's perhaps? (cost?)

His Online Banking was also instated and during the next week we basically test this from my PC, where we picked up some problems.

We found that according to Online Banking, that although his profile was showing the correct e-mail address, that when we tried to look at his monthly statements, that his old and wrong e-mail address was still listed, hence, up to date, no statement on any of his accounts was received.

His statements to view via Online Banking, also still showed his old home address - it still does.

So, how is corrections and updates done, if it doesn't filter through everywhere??

So, again he visited FNB for the 3rd time, at the Kolonnade branch early in March '25 to do the following: 1. Get e-mail address totally sorted for all FNB mails (statements on his 4 accounts 2. Get home address sorted 3. Get confirmation on Credit Card payment and status 4. Request two similar savings accounts to be combined as per the best option available as two of the same doesn't make sense 5. Request info on total FNB packet which will be best for him, now being on pension 6. Request advise on possible better type of savings account which perhaps a minimum balance, to then also perhaps receive better costing on his current account.

This was the response: 1. The agent showed him that he did correct the e-mail address, but still, we can see his old e-mail address on Online banking 'statement' area... No statements for any account have been received yet electronically 2. Home address on profile shows correctly, but still shows the old address in statement area 3. Credit Card payment was verbally confirmed, although the request was to confirm this via a letter as well to his e-mail address. On the question if the account was still active - no response. We later saw that the Credit Card account was no longer showing on Online Banking 4. The agent didn't really answer to this question and nothing was done. It would appear that the agent actually got confused because of the quantity of questions asked, which is unforgivable as a client 5. Also, no real response from the agent 6. ONLY a 7 day or 30-day fixed deposit account was offered, without understanding the client's real needs and full requirement, now being a pensioner

He got frustrated and left and plan to return at a later stage, when the addressing and e-mail issues are fully resolved AND he receive confirmation of a possible appointment with an agent that has time to listen and assist fully, working with a plan - preferably in Afrikaans. I am planning to join him on his next visit to a FNB branch to ensure all aspects are dealt with.

I am sure you will understand that this is indeed not the way to treat any client and that you will correct the above as soon as possible.

For obvious reasons, I cannot give his name in this review, but you are most welcome to give me an urgent call as his residence is in my garden flat and then we can take it from there.

I think you can see my e-mail address - please mail me, if need be, from your official e-mail to which I then can respond You have my phone number, so please call me urgently....

We urgently need to start the communication process to get this mess sorted and resolved.

Thank you very much.

Mnr JH van Vollenhoven