FNB Failed Me Completely — Even the Ombudsman Can’t Help Because of Their Negligence

I have been a loyal FNB customer for more than 10 years. My home loan is with FNB, and it has always been my intention to grow with the bank for the long term. But the way FNB handled my recent ***** case has left me shocked, disappointed, and honestly heartbroken.

In April 2025 I was the victim of a **** and paid R25,429 into an account at Standard Bank. I immediately reported it to FNB. What happened next was the worst banking service I’ve ever experienced:

1. Zero communication — for 39 days I followed up almost every single day. No updates. No progress. Nothing.

The assigned ***** analyst, Sboniso Thabede, only rep**** once — to be rude to me for posting a HelloPeter complaint. After that, total silence.

2. I had to chase Standard Bank myself FNB didn’t push for feedback. I eventually had to email Standard Bank personally to try get them to respond to FNB. I was doing the analyst’s job just to get movement.

3. FNB gave me incorrect information I have recordings of FNB telling me “the funds were secured” — which was false. No explanation ever given.

4. A “goodwill payment” suddenly appeared After weeks of being ignored, FNB sent me a “goodwill” letter to sign. You don’t offer goodwill if you handled a case perfectly.

This alone shows that FNB knows the case was mismanaged.

5. Even the Ombudsman couldn’t help — because FNB covers itself so well I escalated the matter to the National Financial Ombud.

Despite all the evidence I supp**** — emails, recordings, timelines — the Ombudsman said they “could not find negligence,” even though FNB had ignored me for more than a month and provided misinformation.

It’s extremely frustrating to be told the bank “followed due process” when I have hard proof that they did not.

6. The person who handled my case no longer works in FNB ***** Interesting timing.

The result?

FNB’s delays and lack of urgency meant the money was long gone before Standard Bank even responded. I lost R25,429, and neither the bank nor the Ombudsman is willing to take responsibility — even though FNB’s own handling played a major part in the loss.

As a decade-long customer with a home loan at FNB, I expected better.

Better communication. Better urgency. Better accountability.

Instead, I was ignored, misled, blamed, and left at a financial loss — all while trying to resolve a stressful ***** situation.

I truly hoped FNB would stand by me the way I’ve stood by them. Sadly, that has not been the case.