FNB: How can we NOT help

My account with FNB is over 35 years old. I used to be one of their most loyal clients.

FOUR visits to FNB Brooklyn AND numerous calls to about every number on the FNB Private Clients suite. Still no solution to a simple problem.

1. My purse got ******/lost 21 December 2022 at about 18:00. 2. I visited FNB Brooklyn Mall on 22 December 2022 at 09:30 to stop my cards and ordered new ones. My accounts were stopped too without my consent and I could only access my current account and not any other accounts with FNB via Internet banking. 3. On 29 November 2022 a debit order of R251.00 was declined (my account would be over-overdrawn by just over R30.00) On THE SAME DAY 29 November 2022 amounts totalling over R*******x were deposited into my account, still the debit order was declined. 4. I called the call centre - discussed the lost cards and that it is unacceptable that a client’s account with a very good track record, is handled with so much carelessness. And that it is bad practice to decline a payment for lack of R30.00 WHILE the account was actively receiving funds. The R105.00 for ‘unpaid funds’ was returned. Still no joy. Why was the transaction declined for R30.00? While the account was actually actively receiving funds? 5. I feared the same might happen again, 1 December 2022, as a debit order would go through and I COULD NOT TRANSFER THE AMOUNT OF R40.00 that this account would need not to go into a negative. I COULD NOT ACCESS ANY ACCOUNT TO DO A TRANSFER TO MY CURRENT ACCOUNT, from where the debit order would be deducted. ALL MY ACCOUNTS WERE STILL NOT ACTIVE BECAUSE I REPORTED THE CARDS ******/LOST. So I went into the Brooklyn branch AGAIN. Called the call centre numbers they referred me to. AND was reassured that the debit order will not again be returned for R40.00 as my other accounts had enough money available. AND requested new cards AGAIN. AND YET, THE DEBIT ORDER WAS DECLINED!!!!!!!!!!!!!!!!!!!!!!! 6. I CARE ABOUT MY GOOD NAME of ALWAYS honouring debit orders. I took EVERY MEASURE POSSIBLE to communicate from my side. AND was reassured it would not happen. But it did. 7. On 2 December I went into the Brooklyn Branch AGAIN. I learned that my accounts were still blocked. Even for internet banking. I could still not do transfers. I still did not have the cards that were requested to be delivered to FNB Brooklyn Mall 10 days before. 10. It’s an ongoing nightmare with FNB for the past FOURTEEN DAYS, from 22 November 2022 up until 6 December 2022. I went into the Brooklyn branch AGAIN. To collect ONE of the cards. The other one was apparently sent via courier to my home? This ridiculous chaos in delivering my cards….!!!! Then, I learnt, that I suddenly have a ‘risk score’ because of the two declined debit orders!!!!!!!! WHY? I did EVERYTHING I could to communicate and ASK that this doesn’t happen.

How will I ever get my name clean after TWO transactions were declined because this particular account COULD NOT receive transfers and had a negative amount of R40+ ????

I wasted my time and effort, not even going to start describing the emails and voice messages (no answers yet received) I also sent to the Private Banker in this regard; am actually sad to see the service delivery declining so rapidly at FNB. All talk and no action.

I can think of many simple ways in which FNB could’ve helped. They just did not help or even tried to.