FNB - LACK OF SERVICE DISGUISED AS INNOVATION

Simple comment. FNB claims to be at the forefront of innovation. Probably true, it constantly innovates to shield itself from accountability. Submit a specific query via their Secure Chat function and it does a brilliant job of securing their staff from their customers. An hour and being passed around multiple times as each "chatter"cuts out and you have to start all over again, you get nowhere.

When it comes to charges, they bung any old amount against your account without any explanation whatsoever. Try and query them and you enter the merry-go-round called Secure Chat.

A direct comparison with my bank in the UK. A bit boring is NatWest, but you can place a web call from South Africa, get a human being at the other end speaking to you in good time and get your query sorted in a few minutes. That would be a good innovation to introduce FNB, its called "CUSTOMER SERVICE".