FNB is the worst!

This review reflects my experience TODAY, and it has been nothing short of infuriating. I am appalled by the utter incompetence, lack of communication, and complete disregard for customer care shown by FNB – yet again.

This is not my first complaint. In the past, I was harassed by HP Attorneys over an amount that was never even overdue – the fault lay squarely with FNB, not me. No apology, no accountability. At that time, I raised concerns about how untrained and ill-informed the Secure Chat agents were. Today, I am forced to raise this again – because clearly, nothing has changed.

I attempted to apply for a home loan and was transferred to someone from the loans department, a person named Nontsingiselo. All I wanted was a clear, step-by-step explanation of the process. What I got instead was confusing, vague, and inconsistent information. I did the pre-approval, then asked what comes next – and was told to go online and apply. Naturally, I assumed it would be like any standard loan process. But much later in the conversation, I was casually told that I’d actually need an Offer to Purchase first.

So why wasn’t this made clear from the start?

The truth is: your staff don’t know what they’re doing, and it shows. I had to dig for basic answers that should be standard procedure. I still don’t have a full understanding of the process. This kind of disjointed, sloppy service is exactly why people lose trust in institutions like FNB.

Let me be clear: this all happened TODAY. The incorrect information, the lack of clarity, the stress, and the incompetence — all in a single day. FNB continues to mislead customers with shiny promises and convenient tools like Secure Chat, but when it comes to actually delivering basic customer service, the system falls apart. Completely.

Your Secure Chat staff are woefully undertrained, unable to help, and have ignored me before. The result? Wasted time, emotional stress, and now absolute frustration. I even previously asked how FNB planned to compensate me for the distress this ongoing nonsense has caused — including physical symptoms like hives. Surprise, surprise — nothing was done.

Enough is enough.

FNB, you need to stop hiding behind gimmicks and actually fix the basics: train your people, communicate properly, and stop treating your clients like afterthoughts.

You are failing your customers. Spectacularly.