FNB: First in Queue, Never in Service

“FNB: First in Queue, Never in Service – A 30-Year Client’s Cry for Help… Tomorrow!”

To Whom It May (Eventually) Concern,

After three decades of loyalty, I never imagined I’d have to chase service from a bank that proudly boasts “How can we help you?” – only to be met with what feels more like “We’ll help you… eventually.”

I app**** for a credit card at your Woodmead branch on 5 April 2025. I was told someone would contact me by Wednesday. It’s now days later, and all I’ve received is silence – not even the courtesy of a “we’re working on it” or a robotic SMS. Nothing.

When I took the initiative to call your credit card department myself (because clearly, initiative is something I need more than FNB does), I spent 30 minutes being tossed around like a ping pong ball between agents who either couldn’t help or didn’t know where to transfer me. Eventually, when I finally reached someone in the correct department – a small miracle – I was told to call yet another number. Is this your idea of digital transformation? Because it feels more like digital confusion.

And let’s talk about this outdated document-fetching circus. While other banks (yes, Nedbank included) can simply retrieve statements from your existing accounts, FNB insists I email copies manually. This is 2025, not 2005. How on earth did FNB win Digital Bank of the Year? Was it for digitally disappearing when your customers need you?

I’m genuinely baffled. Discovery Bank can approve and issue a credit card in 5 minutes – from an app. FNB? Ten days and counting, and still no feedback. Not a beep, not a ping, not even smoke signals.

If this is the help you offer long-standing clients, I can only imagine what new customers go through. Your slogan should be rebranded to: “FNB: We Help… Tomorrow (Maybe).”

I’m done waiting. Discovery, here I come – where service isn’t just a buzzword in a boardroom.

Sincerely, A Very Frustrated (and Formerly Loyal) Client 30 Years of Banking, 0 Minutes of Service