FNB Online Banking

There was a time that I would've rated FNB highly and recommended them to friends, but sadly recent experience indicates their rapid decline to sub-par service. Why do I say that?

I think increased digitalisation, having removing the human element from banking, may well have increased profits buts its to the detriment of staff training, and notably customer service. Allow me to exemplify.

Almost 4 weeks ago, I app**** for a new fixed deposit account via online banking (I'm currently in China, thus unable to visit my branch). I was notified within 48 hours that the new account was ready to be funded. So far, so good.

For some reason, I was unable to transfer funds into this account. I can see it - but each time I attempt to transfer funds, I receive and error message, saying insufficient funds - not true!. After multiple complaints via the FNB website, and several emails, I received assistance from two consultants on separate occasions who offered brief suggestions to resolve the issue.

However, when these instructions did not resolve the issue and I followed up asking for details, both of these consultants failed to respond. Basically, I was ignored.

Today, I also discovered I cannot transfer funds from my cheque account into a 32-day flexible account. I have sent another complaint, but have little expectation that it will be followed up.

After 40 years with this bank, I really feel I should be entitled to better service. After all, they continue to deduct service fees every month, but fail to deliver on those. FNB now is faceless, and therefore unaccountable if one cannot visit a branch.

My advice to anyone who is looking for a bank who will serve them and respond to their needs is to look elsewhere. Avoid FNB.

When I return to Cape Town at the end of this year, one of my first stops is to my FNB branch where I shall shut my FNB accounts. I will move to a bank that listens and assists.FNB once did this. But no more

Thank you for your attention. Please don't make the same mistake I did. If you are an existing FNB customer switch while you can.