FNB failure to resolve transacting matter

Subject: Complaint Regarding Blocked Digital Banking Profile and Poor Service FNB Capegate and online

Dear FNB Customer Service,

I am writing to formally lodge a complaint regarding the poor service I received from FNB, which has left me unable to transact and significantly inconvenienced. Below are the details of my experience:

1. **Blocked Digital Banking Profile**: My digital banking profile was unexpectedly blocked, and I was instructed to visit the bank in person to resolve the issue. This required me to take time off from work.

2. **In-Branch Service**: Upon my visit to the branch, the agents assisting me put me on a call with the digital banking department instead of addressing the issue directly. While on this call, the branch agents attended to other customers, which was distracting and unprofessional.

3. **Consultant Communication**: During the call, the online consultant needed to speak with the branch consultants. This led to further delays and confusion, as the coordination between the two was poor.

4. **Card Transaction Assurance**: I specifically asked the online consultant if my card would remain functional, to which I was assured that it would. However, when I attempted to make purchases, my card and tap-to-pay were repeatedly declined.

5. **Request for Follow-Up**: I have requested that the bank contacts me to resolve this matter. However, there has been no follow-up, leaving the issue unresolved.

6. **Charges for New Card**: I firmly refuse to be charged for the issuance of a new card or for any of the declined transactions resulting from this situation.

7. **Unprofessional Service**: The overall service I received was unprofessional and impersonal. The manner in which my issue was handled felt disorganized and inattentive.

8. **Current Status**: Despite my efforts, I am still unable to transact, making the entire process feel like a waste of time and resources.

I am extremely dissatisfied with the service I have received from FNB and the lack of resolution to my issue. I urge FNB to address this matter promptly, ensure my digital banking profile is restored, and confirm that my card is functional without incurring additional charges.

I expect a prompt response and resolution to this complaint. Failure to address these concerns will leave me with no choice but to escalate the matter further.

Thank you for your immediate attention to this serious issue.

Sincerely, Shirzade