FNB = Endless Frustration

FNB's service is deplorable. Several people have been trying to make payments from FNB to a Capitec business account for two days, and FNB is making it impossible. They keep flagging the Capitec Bank account, saying that the CIPC number and company name does not match the account number. I have proven that this is false, and have spent hours with their customer service, which is beyond useless with agents who are in dire need of proper training.

The customer service agents are clearly not trained to listen to the caller; the bot that handles the incoming customer service agents repeatedly sends the wrong information; the calls are continually being misdirected, resulting in the caller needing to verify the account several times over before finally landing at the right department; and once the call is finally successfully redirected, the customer service agents are not equipped to assist. Eventually, I asked to be directed to the technical department and was placed on hold for over an hour before giving up.

The account verification facility also does not work. The form insists on an initial, which a business clearly does not have. Once working around this with a bogus initial, the user is instructed to make all sorts of online banking changes to facilitate the request. These too fail miserably.

What has happened to FNB? How can they have lost the plot so badly that it's continually impossible to perform what should be simple tasks?