FNB Premier Banking

I have rated FNB as a one star, purely because I cannot give them a "zero".

I app**** to have an account opened on 24 April 2018. The account was opened in May 2018 and I eventually received my account card. I have since also paid two monthly account fees. Despite this, I was not provided with the services I was promised.

My account is currently frozen because the KYC was not completed by the branch. I personally handed my FICA documents to the ****arney Branch on 8 May 2018. On Friday, 25 May 2018, I tried to use my card to pay for food but the transaction declined. I immediately called the Premier Banking Call Centre, only to be advised that the account was frozen because my KYC was not completed.

I was requested to send an email with the documents to the KYC address, despite going through the process already at the branch.

The other services I paid for was a credit card, ebucks, and a savings account. All documents were provided for the credit card, and when I called after receiving my account card to confirm delivery for my credit card, I was advised that all is in order and the courier company would contact me shortly for delivery, but before ending the call the agent requested that I should resend my proof of income as this could not be located (I should add that by this time I had already signed the pre-agreement with the bank). I did this immediately.

A week later, i noticed that the e-bucks and savings account was deleted from my online portal, as well as the credit card. The agent I spoke to informed me that application was deleted, but she has no idea why. She advised that she would escalate, and a call should be expected within 48 hours. No call was received, I again escalated by logging a complaint on the online portal, and to date, no calls were received to explain the situation.

I also requested assistance via the Secure Chat on the FNB App, only to be advised my device was not linked / registered to my account so they cannot assist me.

This is clearly unacceptable service from FNB, as I now have gone two entire days unable to access my account, unable to do my monthly shopping, unable to do anything. This is not the reason I switched to FNB.

I believe I am entitled to a refund of my monthly fees as I have not received any of the services that I paid for.