FNB Loyalty Program, eBucks, is no longer loyal to its customers.

I have been banking with FNB/RMB for a very long time. The thing that kept me as a loyal customer was their loyalty programme, eBucks. It was my first time this year to see the eBucks rules changing twice in a year. It was revised in July, with tougher rules, and now again in November, making it even impossible to get to level 5. FNB/RMB forgets that loyalty is a 2-way street; the bank needs to be loyal to us as customers, and in return, we will be loyal to their brand. Why do they keep moving the goal post and confusing us? I was even recruiting potential customers, free of charge, to join FNB/RMB, convincing them through the eBucks benefits I was receiving. Now I am not even sure if I want to stay and continue with this bank. Maybe it is high time I try other banks like Investec or Discovery. If the bank's intention of changing these rules is to chase customers away, then you are doing an excellent job. I am sure you are also tracking the impact of these changes on the business. Hopefully, you will be impressed with the results that you will see.

It is not only the rules that have changed, but I am also being cheated as the bank is not allocating the points to move up the level correctly. My points for November 2026 did not reflect the following three things: 1. I am supposed to get 1500 points for having a Revolving Facility with an average utilisation of greater than 50% and having opted in for the shortfall protection. It has been many months of not receiving these points. I called eBucks on the 26th of November (***), I was told that my utilisation is 0.01% and I must call my Banker to follow up. I have always ensured that I have utilisation greater than 50%. I informed my banker on the same day, but nothing has been done. I am still not getting the 1500 points. I don't know what to do anymore to get this corrected. 2. I am supposed to get 1000 points for investing R3000 in a tax-free investment account. I opened a tax-free investment account on the 25th of November, and the debit order for the R3000 went through on the 26th of November. But the 1000 points were never allocated. 3. I am supposed to get 500 points for buying electricity, airtime & vouchers on the app for at least R700. I did that, but never got the points. Please allocate my points for November and going forward in these three categories.

The other thing that makes me think very hard about moving to another bank is that now we have to pay $30 to access international airport lounges. I am not sure if FNB/RMB is benchmarking with other banks. At Investec, you get unlimited access to international airport lounges free of charge, and the difference between FNB/RMB and Investec monthly charges is only R50. You are really chasing us away. Rather, increase the monthly fee rather than taking such important benefits away. I am not sure if FNB/RMB consults their customers when making such changes or changing the eBucks rules. Or do customers not matter to them? Is it all about making a profit?