FNB Connect and Digital Planet Refusing to Honour Verified Account Authority

I hold full authority on my husband’s FNB accounts, including the ability to apply for home loans and manage financial products on his behalf. This authority is supported by a Power of Attorney registered with the High Court, as he is currently working abroad.

Despite my identity being successfully verified and my authority confirmed on the FNB system, both FNB Connect and Digital Planet refused to assist me when I simply tried to inquire about and reschedule a delivery for an item ordered through FNB Connect.

When we placed the order, my contact details were entered, because my husband cannot receive SMS messages overseas. However, delivery communication was still sent only via SMS, and no email or alternative contact was attempted, causing a preventable delivery failure.

Instead of resolving the issue, I was told to re-submit documents that FNB already has, creating an unnecessary two business day delay caused entirely by internal misalignment between FNB Connect and Digital Planet.

I am legally authorized to manage major financial decisions on this account, yet I was blocked from rescheduling delivery of an item worth around R3,000. This makes no sense and is extremely frustrating.

This situation reflects: Inconsistent handling of verified authority Poor coordination between FNB Connect and Digital Planet Failure to use the correct contact details provided at the time of order Preventable service delays and unnecessary admin burden