FNB Platinum Business Account - 7 Months of Poor Service

I opened a Platinum Business Account with FNB at the end of December 2024, after being told it was the most suited option for me. The consultant was extremely eager to have me open this type of account and highlighted several benefits such as dedicated relationship management, eBucks rewards, and priority service — which ultimately influenced my decision. Given my busy schedule, I appreciated the opportunity to have this assistance.

Unfortunately, the experience since then has been nothing short of disappointing.

Despite providing my updated business details during the account opening, the consultant ignored them and proceeded to open the account with some details being incorrect. After reaching out to him, I find out he has since left FNB, and I was given no proper handover or support structure. To date, 7 months later, I still do not know who my business banker is, and I have never been contacted by anyone in this role.

Every time I’ve needed help, I’ve had to rely on secure chat or call centres, where I receive no consistent support. This is entirely unacceptable for a product I am paying a premium for.

On top of this, my eBucks for Business account has still not been activated, meaning I have missed out on 7 months’ worth of rewards and benefits - again, a service I was promised but receiving nothing from.

Then, to make matters worse, on 10 July, I received a call during business hours requesting my email address. Shortly after that, I was sent an email asking for proof of address. Within hours, and without warning, my business account was frozen. This happened on a Thursday afternoon, meaning I was unable to get any assistance before the weekend, and was left unable to make urgent business transactions, which caused embarrassment and operational delays.

This is not the level of service I expect, and certainly not what was promised to me when I opened a Platinum Business Account.

To date, I have received:

No dedicated business banker

No eBucks rewards

No meaningful support or response to attempts to get assistance.

And now, an account that can be suspended without notice, jeopardising my business activities

I am paying for a premium account and receiving no premium service.

I urgently request that FNB:

1. Assign and formally introduce my dedicated business banker without further delay

2. Investigate the 7 month delay in eBucks registration and either activate it retroactively or compensate for the lost rewards

3. Ensure that no account suspensions happen without formal prior notice and time to respond

I am extremely frustrated and disappointed. If this is not resolved urgently, I will have no choice but to escalate the matter further and reconsider my relationship with FNB entirely.