FNB customer service is genuinely a circus

The call centre and support experience at FNB has become ridiculous. You start with Secure Chat and are told someone will call you. Nobody calls.

You then phone the call centre, get transferred between departments, and eventually get told your query has been escalated and someone will get back to you. A week passes. Nobody gets back to you.

You lodge a complaint and are promised a call within eight hours. Again, nobody calls. You phone back, only to be told that nobody else can assist because the matter is assigned to a particular person, who will apparently call you back. They don't.

The most frustrating part is that there seems to be zero ownership. Every interaction ends with another transfer, another escalation, another promised callback, and no actual resolution.

Even when I asked to rate the service I had just received, I was transferred to someone else rather than being given the opportunity to rate that interaction.

I don't expect every issue to be resolved immediately. I do expect a bank to keep its promised callbacks, take ownership of an open query, and have a support system where someone can actually help you.

At this point, dealing with FNB support feels like going in circles.