FNB - Do not care about service

We are a small business operating in the agricultural sector, and the process of having security released by FNB has been the worst experience we have ever had with any bank.

It is difficult to understand how a process like this can take months to complete in an age where technology is supposed to improve efficiency. Each time we complete and return a requested document, another document is sent a week or two later. Furthermore, if we do not follow up ourselves, we receive no communication or updates from FNB.

The process has taken so long that my parents have since resigned and are no longer part of the entity. Ironically, FNB identified and processed the change in directors/members within a week, yet we are now more than two months further down the line waiting for mandates to be signed and processed. Today, yet another document was sent for signature.

This goes beyond poor service. A process of this nature should not be allowed to drag on for months without resolution. We may not be large or important clients in FNB's eyes, but every client deserves professional, efficient service.

It appears that loyalty counts for very little. FNB seems unconcerned about losing not only this business account but also all five members of our family, each of whom has banked with FNB for between 30 and 40 years.

We are simply asking for a reasonable level of service, clear communication, and a commitment to resolving this matter without further unnecessary delays.