FNB LOSING ITS EDGE!

<p>I have been a loyal client for over 20 years and have in the short space of 2 months received the most shocking service from FNB. </p> <p>1. As a Platinum account holder, the value added service of being allocated a private banker is a complete waste of time - apart from the fact that these get changed regularly, so the point of contact gets lost on an ongoing basis. When making contact via phone, you go into a queueing system for ever and then eventually get cut off. If you select the message option to be called back, this also never happens and emails do not get responded to.</p> <p>2. I have emailed FICA / KYC documents twice for the same child (and have never had these requested for my other child) and finally managed to forwarded these emails to a private banker who made contact after receiving my complaint. I am still, however, getting emails from the KYC division requesting declaration forms - which were handed to my personal banker. Is this banker not in communication with this division? </p> <p>3. I contacted FNB Fourways to place an order for forex 2 weeks ago. I was told that I would be contacted to schedule an appointment with the bank once the forex had arrived. I am still waiting for this branch to respond.</p> <p>4.Today I logged onto your eBucks site to book an Avis Point to Point for transportation to and from ORT. I was horrified when it wanted to charge me for this "value added service" as I had not qualified for this service. Upon querying this with an eBucks representative, I was told that I had not met the criteria (by logging onto the FNB banking app) and had been downgraded to a level 1 and as at this month would further be downgraded to a level 0. I then got told that if I logged on now, it would escalate my levels which would reflect from next month (which would be after my overseas travel)!!! I understand it is FNB's requirement to make use of the app, however, surely as the client I have a right to choose which platform I wish to conduct my banking and transactions from - whether it be telephone or internet banking - or visiting the branch itself. I like to think that I am with a bank that allows ME this choice without being penalised for it. What about pensioners that do not possess smartphones or understand how to use them - are they precluded from this benefit too?</p> <p>5. I am now currently waiting to see if FNB manages to replaces my credit / debit and petrol cards prior to my travels at month end before they expire ....</p>