FNB - How can we not help you?

My Father is 82-years-old and is presently in the UK - trapped there by COVD-19 lockdowns and unable to travel due to the risk associated to his age group, as well as travel restrictions to South Africa. I have a full Power of Attorney with FNB to handle his banking affairs here, as well as a separate signed authorisation letter and form for the Credit Card Division.

The problem started in early December 2020 when my Father locked himself out of the FNB online banking. He tried to re-set online but kept getting the message that his card number was invalid. He uses his Credit Card to sign into online banking. He tried calling FNB himself from the UK, without success, so in the end asked me to assist him, as I have a POA. What I thought would be a simple process has turned into a nightmare with a very unhelpful and uncaring bank.

I tried to re-set my Father's online banking, but got the same error - invalid card details. So, I called the online banking helpline and was told that his Credit Card used to sign in had a hold on it. So, I called the Credit Card Division and was told that because my Father has used the card in the UK without authorising it with the bank, they had put a hold on it. This hold prevented him from re-setting his online banking. Fortunately, at this stage, on my authority they lifted the hold to allow the card to be used in the UK.

So, I tried to set his online banking again. I still got the same error message - invalid card details. So, I called the online helpline again. Now they told me that his card was fine, but the PIN number had been cancelled - probably due to too many attempts to put it in! So, I called the Credit Card Division again to ask them to re-set the PIN number. I was told that this could only be done at a FNB ATM - in South Africa - there was no way of re-setting it while my Father and the card was in the UK.

So, my Father - at his own expenses - couriered his credit card to me, so I could use it to re-set the PIN, which I tried to do at the ATM. However, it turns out you can only change the PIN at an ATM if the current PIN is valid, not just get a new PIN. I called the Credit Card Division again to ask what to do. They told me that I had to go to a FNB branch to re-set the PIN on the card.

I went to the FNB Menlyn Maine Branch in Pretoria. I had with me, my Father's Credit Card, my ID Book, my Father's original ID Book, my FNB card, linked to his accounts, a letter of authority from my Father and a copy of the bank's POA and a General Power of Attorney over my Father's affairs, in my favour. Although, polite, I was met with a brick wall. Despite all the supporting documents, they wanted my Father present to do fingerprint verification of his identity before re-setting the PIN on the card. No matter how much I explained that it was impossible for my Father to be physically present, due to him being "stuck" in the UK, the more adamant the staff were that I couldn't be helped. They also told me that there was no other way of re-setting his online banking. I asked what the situation was and the work around is if a person couldn't be physically present, but it looks like there isn't one. I even asked them if my Father must chop his finger off and send it to me to use for the fingerprint verification! But the bottom line is that the bank seems to have no way of helping you if the accountholder cannot be physically present themselves, despite all the authorities that I have to act on my Father's behalf. I must point out here that they are obviously worried about me committing ***** on my Father's account, but if he can trust me, why not the bank? I am, if I may say, substantially wealthier than my Father and have no need to de***** him of his few bucks at FNB!

So, I called the Credit Card Division again. Now they informed me that they only way around this was for my Father to request a re-issue of his card and request that the card and new PIN be sent to me. They wouldn't do it on my authority.

My Father then sent an e-mail on the 9th February to the Credit Card Division, requesting a re-issue of his card, together with a letter of authority in my favour as well as the Card Division's own form, authorising me to collect his new card and PIN number and indemnifyig the bank by doing this.

All seemed fine until the courier company called me a couple of week's later to deliver my Father's new card to me. When they found out that my Father was not physically present to collect the card himself, they refused to deliver it, despite me telling them that I had the authority. They claimed the Card Division has not informed them of that.

Once again, on Monday 8th March I called the Card Divsion. Much to my shock, they told me that the authority forms attached to the e-mail that my Father had sent were not on record. They must have got the e-mail, as they re-issued the card as requested but not the attachments? Reeks of inefficiency to me! The lady told me my Father must send another e-mail referring back to the reference number that he would have received on receipt of the first e-mail. Being elderly, he is just becoming very tired of all of this and cannot find that reference number now.

I re-sent a copy of the authority forms to FNB Card Divsion today to ask them to authorise the delivery of his Credit Card and PIN number to me again. We'll see what happens, but I am not holding my breath that FNB will assist, as they haven't to date!

So, where are we now? Over three months after my Father locked himself out of his online banking, he is still locked out. We need his new credit card and PIN to unlock the online banking, but can't get that, despite authorisations being sent to the Card Division as they requested.

My Father is frustrated because for over three month's he's not been able to see his statements or transact and can't under the current circumstances come to SA to sort it out.

FNB seem stuck on their rules, with no work around or empathy in assisting their client, who is my Father - not me! I am frustrated as despite letters of authority, authorisation forms filled in & signed by my Father, my Father's original ID Book, the bank's POA and a General POA in my favour, FNB refuse point blank to assist me to assist their client.

Their logo says "How can we help you?". well I have found them the most unhelpful institution that I have ever dealt with. I have logged a complaint on their website, but due to limited space, couldn't write the full story as I can here. Absolutely worst bank ever and I am so pleased that I do not do my banking with them!