FNB IS USELESS....

Dear FNB Team,

I am writing to formally lodge a complaint regarding the unacceptable handling of my request to open an account for my 10 year old son.

I initiated this process on 24 August via the FNB app and spoke with Deno over online chat. At that time, I was clearly informed that all that was required was my proof of residence and my son’s birth certificate, which I provided.

On 4 September, I followed up with Mmabotla (again via online chat), only to be told that the documents had not been received and needed to be resent. I resent them immediately. On 10 September, I spoke to someone over the phone and followed up again by phone and email (reference: CAS-***7-D8P4R9). I was then advised that there was a hold on the account pending documents , the very documents I had already submitted on 24 August.

To make matters worse, I was told on the same day (10 September) that my case had been closed. Yet when I attempted to transfer money, the account was still not functioning.

Since then, I have received contradictory requests in multiple emails, each asking for different documents all of which I had already submitted weeks prior. Most recently, I was asked to provide proof of income , which is irrelevant because this is an account for a minor, not for me.

This repeated miscommunication, lack of process, and unreasonable document requests have turned a simple account opening into a frustrating and unacceptable ordeal.

I must emphasise:

I have already submitted the required documents multiple times.

I was not advised at any stage that documents were missing until weeks later.

The requests being made now are inconsistent with what was initially communicated.

To add to my frustration, I have now been asked to complete an ongoing due diligence form(Yesterday almost a full month after trying to open the account). Section 1 requests my details but in “Related Party and Mandated Persons Information,” what am I supposed to complete? My child is 10 years old.

The level of service I have received is simply unacceptable. If this matter is not resolved immediately, I will have no choice but to move all of my accounts to another bank. For context, I am aware that Standard Bank requires only a birth certificate to open a minor’s account, which underscores how unnecessarily complicated and poorly managed this process has been with FNB.

I expect urgent feedback and confirmation that my son’s account will be opened without any further delays or irrelevant document requests.