FNB LOSING CUSTOMER FOCUS

<p>FNB deducted a debit order payment off my bank account at the end of Jun 2016 for a personal loan account with a zero balance but I have to chase after them for my refund. When I called to query after 48 hours of requesting my refund, as there was no payment yet in my bank account, their automated authentication system failed to read that I was keying in the required digits (the agent called her supervisor who tested and said that my phone was indeed sending through the required signal). Their authetication system sucks because it requires me to remove my card from my wallet to key in the last 6 digits of my bank card - I removed my card from my wallet a few weeks ago for this purpose and when I was done with the call i noticed that my card was gone and i had to order a new card, which FNB said that i would have to pay for - I don't see how this is security or convenience for me. Besides, isn't that asking for my PIN number - which can surely be intercepted - which I know from the test on the signal from my phone that the agent's supervisor did today - he somehow knew that my phone was sending a signal - now isn't that a security risk. Now the only way for me to get my money back is to go and wait in bank queues for hours each time I need to query, until the refund is not done. I've just closed my FNB credit card account for the same kind of 'lack of customer focus' issues and I'm starting to look around at other banks now - I've had my FNB account for about 25 years but this kind of service, or lack thereof, is frustrating me. Just to calrify, I have only been experiencing these kinds of issues this year, so FNB - whatever you're doing - it isn't helping me the client.</p>