FNB Has Failed My Business Repeatedly – Unacceptable Service

I am extremely disappointed and frustrated by the level of service I have received from FNB Business Banking over the past few days.

My business has effectively been prevented from making urgent payments due to FNB's failures, and despite numerous attempts to resolve the matter, nobody appears willing or able to take ownership.

**Key Issues:**

• FNB repeatedly rejected an urgent payment without contacting me for authorisation. Instead of assisting a business customer, the bank simply declined the transaction, causing unnecessary delays, embarrassment, and disruption to my business operations.

• After more than 10 phone calls over two days trying to understand the issue, I was eventually informed that FNB had been attempting to contact an incorrect cellphone number. This was an internal failure on FNB's side.

• I specifically requested that my contact number be updated and was assured that the update had been completed.

• I then attempted the payment again, only for it to be rejected once more without any call from FNB. When I contacted support again, I was shocked to discover that my number had still not been updated as promised.

• I also requested an update to my Business Enterprise profile. I was provided with a turnaround time of four hours. This commitment was not honoured, and I had to follow up myself the following day.

• During the follow-up, I was asked to provide additional documentation, which I submitted immediately.

• Despite complying with every request, FNB proceeded to update the incorrect profile and reset my standard Business Online profile instead of my Business Enterprise profile, leaving the original issue unresolved.

• When I contacted Business Support, they were unable to assist and could not escalate me to anyone senior with the authority to resolve the matter. I was effectively left going in circles between departments while my business remained impacted.

**What concerns me most is the complete lack of accountability.**

Promises are made and not honoured. Information is supposedly updated but isn't. Turnaround times are missed. Customers are forced to repeatedly chase matters that should have been resolved correctly the first time.

As a business owner, I expect my bank to enable business, not prevent it. The fact that FNB can block legitimate payments, fail to update critical contact information, miss agreed timelines, and then provide no meaningful escalation path is simply unacceptable.

FNB promotes itself as a leading business bank, yet my recent experience demonstrates a shocking lack of customer care, ownership, urgency, and competence.

I am posting this review in the hope that someone within FNB's senior management takes responsibility for these failures and addresses the underlying service issues that are negatively affecting business customers.

BT Mncwabe Kaizen Commodus ***