FNB - Completely ***********

This is my review from yesterday, still no constant from FNB, no assistance and no idea when i will get my card or be able to even access my account.

I have experienced ***** 3 times in the last 6 months, the last time in which I had an amount of about R5000 taken off my account and despite FNB agreeing that it was *****, it took 3 weeks to be refunded. I am yet to receive any feedback on any of the cases of ***** and was even charged additional interest due to the *****.

The most recent case was last week Wednesday (22 August). I cancelled my card immediately and ordered another card. I was told it would take 3 - 5 working days various times. I called yesterday morning (28 August) to ask for the status of my card as I had received no feedback, I was told the card had been made but not collected and that they would escalate the matter and provide me with feedback. The turnaround time of 3 - 5 working days was again confirmed.

I called various times today (29 August). 1st call - was told that the courier had my card, they said they would call them but instead transferred me to them to avoid dealing with them, courier had no idea about the card.

2nd call - FNB rep began by extending the turnaround time to 7 days, I told her it had always been conveyed to me as 5 days, she then proceeded to tell me it was not the fifth day as the card was ordered on the 23rd, I told her that this was wrong, I had an SMS proving it was the 22nd, she then told me "arguing about the turn around time won`t help you". I am a premier customer and I get spoken to like this... She asked me to hold and just transferred me to someone else who had no idea about the situation. I explained everything to the new person, she told me my card had been collected on the 27th, she then asked me to hold on and just transferred me to the courier!!! The courier had no idea what was going on.

3rd call - I had to explain everything once more, I was now told that the card had not yet been made and that the turn around time effectively means nothing, they could not tell me when it would be made, when it would be collected or when it would be delivered, and that it could take any amount of time. I explained I had very little money in my cheque account and that i could not access my credit until I got my card, additionally that I did not have a debit card, I received a "sorry", basically saying its too bad and that nothing can be done to help me. I still have no idea where my card is and when I will receive it, I will have to borrow money until this happens.

I am a long time FNB customer who has been loyal from a Gold account holder to a Premier client, however I will be closing my account and advise anyone looking to pen an account with FNB to look elsewhere, they have no time from their clients. This was my review yesterday to which I have received no response. Since then I have spent another 3 hours on the phone with each person telling me something different, from my card has not been made to it is with me delivery while mr delivery does not have a clue my card exists. No solution and been told I might get my card by Tuesday, I have just called Nedbank and will be moving banks. I would encourage anyone on fnb to move before you experience something similar