Fnb loosening the plot

FORMAL COMPLAINT – MULTIPLE SERVICE FAILURES AND UNACCEPTABLE DELAYSI am submitting this letter as a formal complaint regarding a series of unresolved issues with First National Bank. I have been a loyal customer for approximately 20 years, yet the level of service I have experienced recently is unacceptable, unprofessional, and deeply concerning.Below is a detailed breakdown of my complaints:
1. Business Call Account – Frozen for Over 14 DaysI opened a Business Call Account specifically to save funds for staff salaries and year-end bonuses. Fourteen (14) days later, the account is still frozen.

• I was advised by a Secure Chat agent that the account is under a tax-related hold
• I was transferred to four different departments, repeatedly sent to the wrong division
• Calls were dropped, explanations were inconsistent, and agents failed to understand or communicate my request properly
• Eventually, after significant effort, I reached the correct department, only to be informed that I must now complete additional lengthy documentation, despite already complying during account setup

This level of inefficiency and poor internal communication is unacceptable and has caused direct disruption to my business operations.
2. SIM Swap to eSIM – No Signal After 14 DaysI completed a SIM swap from an FNB SIM to eSIM. It has now been 14 days with no signal.

• I was contacted once by an agent and advised to switch my phone off and on, with assurance that the issue would be resolved
• The issue persists, and a fault was logged again with no outcome
• I was referred directly to Cell C, who advised they cannot assist with FNB-issued SIMs, despite the FNB App instructing customers to contact them

This reflects a complete breakdown between FNB and its service partners and has left me without functional mobile connectivity.
3. Insurance Department – No CallbackI requested a callback from the FNB Insurance Department via the FNB App to make changes to my policies.
No call has been received to date.This indicates a lack of follow-through and disregard for client requests made through your official platforms.
4. eBucks Programme – Declining Value and Constant Rule ChangesThe eBucks rewards programme, once a leading incentive, has deteriorated significantly.

• Over the past 10 years, I have taken out multiple banking products and insurance policies purely to qualify for higher eBucks tiers
• Every year, the qualifying criteria changes, requiring customers to take on even more products just to maintain status
• As an example:
  • My Ranger insurance with FNB is R1,400 per month
  • A comparable quote from King Price is R900 per month

This raises serious concerns about value, fairness, and whether customer loyalty is genuinely rewarded.
5. Debit Order Date Changes Without ConsentMy wife also experienced an incident where debit order dates were changed without her consent, purely for FNB’s internal convenience. This is unacceptable and undermines trust.
Final NoticeI am giving FNB 48 hours from receipt of this letter to resolve these matters or provide a clear, written resolution plan with timelines.It is extremely disappointing that after 20 years as a customer, I am now seriously considering moving my business, banking, insurance, and rewards portfolio elsewhere.Loyalty should not be rewarded with inefficiency, poor communication, and unresolved issues.I expect urgent attention to this matter.
Sincerely,
Ignatius