FNB MoneyGram Platform Must Be Fixed!

Hi FNB, I had already flagged this issue back in 2018 and it still hasn't been resolved. It seems like arrogance is the corporate shortsightedness and it your case it might end up be your downfall, and I hope not because I still very much enjoy banking with FNB, but boy! if you need a hammer to listen, so be it!

The short version is that there is a lingering problem with your MoneyGram platform which concatenate names in the firstname and lastname fields, and you need to urgently fix it! For example if the receiver first name = Adrian Kock, and last name = ****y Sack, then in the receiving location, the names comes as "AdrianKock" and "****ySack" - notice the space is removed and the names are appended. I have had and reported this issue with you guys while sending to three different countries.

The issue occurs when sending fund abroad using MoneyGram at the branch. In some countries people have more than 2 firstnames and or last name. So, in my case yesterday I sent a MoneyGram from the Greenacres Branch in Port Elizabeth to my brother in Ukraine and his first name is "Franck White" and his last name is "Brave One" (I changed the names). At the teller the agent did everything right, however when my brother went to receive, his name appeared "FranckWhite" and "BraveOne", so he was denied collection, after which I called FNB Forex and I was told to go to the branch to have it rectify because Forex cannot help with that, after I had insisted that back in 2018, Forex did assist with changing it. So, today I went back to the branch and the teller told me he can't change it, I shouldn't have been sent back to them, mind you that my sending confirmation print out from yesterday displays the names correctly with the space. The teller asked that I call Forex, which I did, and gracefully wasted 37 mins being bounced around, until someone had the clever idea to transfer me to the MoneyGram Dept, but the teller or no one at the branch knew that there is a MoneyGram Dept at FNB and I should have called them directly in the first place.

Speaking to the agent in the FNB MoneyGram Dept, he wasn't able to change the name after my suggestion to distribute them across the firstname, middlename and lastname field, since back in 2018, I remembered that someone from FNB, after almost 2 months of back and forth frustration, realised that using the middle name field sort out the problem. So, the agent suggestion was to do a cancellation and refund, which I objected with force, because in 2018, one of them did just that and I lost about R3000 in the process due to the exchange rate and losing sending fees. After an exhaustive argument which then led to the Greenacres branch supervisor to join the chat, the agent offered to fully refund me with the sending fees, however no guarantee on the exchange rate effect. So, back and forth to the teller, he suggested to add an underscore to see if that will work, which it didn't, then it suggested a double space, which surprisingly worked and my brother got the transfer in Ukraine.

It was an eventful day and one where my patience has been heavily tried again by FNB! I believe there is plenty of room for improvement here and I hope FNB take this as an opportunity to rectify the problem. A bit of accountability and being responsible will not weaken you, it might rather make a lot of customers, your staff members and yourself happy. So, pretty please, with cherry on top, fix the goddam problem with the name fields!