FNB Issued Card Despite Clear Instructions – Wrong Surname, Unknown Delivery Address

I opened a new account with FNB last Wednesday. During the process, I noticed the consultant used my ****en name. I immediately raised this and explained that I did not want a card issued under incorrect details.

The consultant assured me that no card would be ordered until I had submitted my ID, proof of address, and marriage certificate to KYC. I expressed concern that my old details were still on record, and that I did not want the card sent to the wrong address.

I promptly submitted my updated documents to KYC. Since then:

FNB has updated my address on the app,

But my surname is still incorrect, and

I've received daily notifications showing the card has been processed, issued, and is now with a courier — without my consent.

To make matters worse, I don’t know what address the courier is delivering to, and nobody from FNB has contacted me despite multiple complaints logged since Wednesday.

This has been an unnecessarily frustrating and stressful experience — and I took every step to avoid this situation. It’s unacceptable that my instructions were ignored and that I’ve received no support or follow-up.