FNB In-App Chat: A Masterclass in Technical Incompetence and Poor Service

I am writing this review to express my absolute disgust with the current state of the FNB in-app "Secure Chat". As a long-standing client, I find the level of service and technical stability currently offered to be utterly unacceptable.

My recent experience attempting to verify a Virtual Fusion Card for Samsung Wallet was a chaotic 15-minute ordeal that highlighted severe flaws in both your software and your support staff.

1. Catastrophic App Malfunctions The programming behind your chat interface is abysmal. As evidenced by the screenshots I have retained, the app actively glitches while the user is typing. I experienced instances where the app failed to deliver messages, or worse, bizarrely replaced or removed my messages after I had sent them. It is infuriating to have to fight the very platform I am using just to communicate a simple sentence.

2. Agents and Connectivity The "Secure Chat" frequently disconnects or closes because your agents do not respond in time, yet the customer is penalised for the delay. When one does get through, the advice is often factually incorrect, and the attitude is dismissive or rude. In this specific instance, a simple verification process—which should take seconds—dragged on due to slow responses and technical failures.

3. Accessibility Simply gaining access to the chat is a struggle. It seems the system is designed to frustrate customers into giving up rather than providing actual assistance.

FNB prides itself on being a digital leader, but this interface is broken. Do not offer a digital service if you cannot maintain the basic coding standards required to send a text message without it vanishing. I expect a competent developer to look into these bugs immediately.