FNB ***** LINE AND CELL PHONE APP: APPALLING

This morning, 321/12/2022, I received a sms telling me that I must fill in details for the purposes of FICA or my account would be suspended. I had recently filled in forms for purposes of SARS, so thought this was a follow up/related matter. Sadly, I clicked on the link, and then realised, belatedly, this was probably a ****. I used the FNB app to reach an agent who confirmed I had been silly. I then called the FNB ***** line. I held on for about 20 minutes before someone answered. SURELY this cannot be a satisfactory response time for a ***** line? (Previously, in late 2020, I was ****** and had to call the ***** line... that tine I waited for nearly an hour for a response!) I then went to the bank to reinstate all the applications. I went to the Killarney branch in JHB and had very good service.

I later discovered that my cell phone banking was still frozen. I go back to the app. An agent tells me to dial 130321. This it turns out, obviously, is an unrecognisable number. When one corrects this onself, to *130*321# one is told what one knows already: the facility is suspended. The agent has now been disconnected. So one must start all over again. Another agent. Tells one the same erroneous thing. so one tells the agent this will not work. The agent then give one a cell number to dial. One dials the number. The agent tells one at about 17:45 this number to dial. I do so, as stated. The answering service says the number only works up until 17:00 on weekdays. The agent surely should know this? But the agent doesn't tell one this. Additionally, at times, there is a lapse of up to three minutes for the agent to respond on the app!! When I pointed this out, and how exasperating it is, especially given the constant disconnecting that accompanies the app function, the agent tells me they are "experiencing load shedding". I point out that this being the case perhaps it might be advisable to tell the clients this, so we know what to expect? No response at all to this. FNB's slogan is "how can we help you?" I have found, in recent weeks, they are mostly, via their phones and their app agents, of no help whatsoever.