FNB. How can we not help, but ignore you?

FNB likes to go on and on raving about get FNB Premier and have your own personal banker at your finger tips! 2 days ago I tried to settle my personal loans with FNB on the online portal. For whatever reason I couldn't get the money transferred and instead of trying to make large payments and making a mistake I decided to take FNB up on this 'PERSONAL BANKER' that I apparently have.

So the next day I called the call center, but instead of getting a personal banker I get the AI voice of the FNB call center that directs you to the wrong department a couple of times and kills the call. Yeah that was really exciting and conducive to placating an already very frustrated customer who is trying to give you money!

Once I finally get to where I need to be, the support agent starts telling me how I am supposed to do this myself! NO! This is not what I pay premier for. But fine, so I told her that and she transferred me to someone more useful who was able to assist me.

I could see the money go out of my cheque account with the references for the loan accounts. Great, I thought.

Imagine my surprise this morning when I logged onto my FNB portal to find that the loans debited anyway and despite the money being taken BY AN FNB SUPPORT AGENT to pay AN FNB PERSONAL LOAN - the loans still indicate as outstanding on the FNB portal.

Fine I thought, let me try FNB's famous secure chat! At the time of writing this review (8:15), I have been on the secure chat for 15 minutes still waiting to hear back from ANYONE or ANYTHING, even an AI agent. So much for having a personal banker I guess.