FNB PREMIER CLIENT - CARD ***** - DISGUSTING SERVICE

Dear FNB

Having been a client for practically my whole life, I am utterly disgusted with how I have been treated the last few weeks! As a premier client I expected a whole lot more from your team!

Incident 1: On the 25th of January I was ****** of my personal possessions. (Cellphone, wallet, car keys) I immediately had my cards cancelled (via online banking) and reported the incident once I got through to your service department (after waiting on the line for more than 15 minutes). When my possessions were ******, they registered me for online banking (Which I have NEVER used in my life) moved money between my accounts & then CLEARED my accounts! Within 10 minutes all my accounts were cleared!

Submission of all relevant documents: Once I had reported the incident, I sent through all documents as requested by FNB. I was assured someone would investigate and assist me shortly.

Digital ***** team: I was contacted by the Digital ***** team who was super helpful (The type of service I expected), note that this was for a R35 transaction the ******* did shortly after *****ing my stuff. The investigator stayed in contact with me and updated me everyday, so much so that he even wrote a full report once the investigation was done!

Card ***** team: After submitting my documents I have waited 3 weeks for feedback! I have phoned numerous times & have been told someone will get into contact with me! They stole R5400.00 out my accounts and not a word from FNB! After waiting and being pushed around from 1 person to the next yesterday telephonically (including the premier team), I was put through to a guy in the ***** department who sounded like he didn’t have a clue what was going on! After asking me a few questions and basically summing up the FNB hasn’t investigated the case or looked at the ATM camera footage, but has come to a conclusion he told me they would not reimburse me with anything, to top it all off he said I am more than willing to move to another bank if I’d like!

The pure ignorance pushed me over the edge! I get the bank is busy, but when I am a paying customer & a premier client I would expect more than this!

Online banking/ App banking/ Cards: I have had to spend endless hours in a bank and telephonically to just try get everything up and running again (Which its still not) FNB has been so pathetic in this process on top of everything!

Debit orders: I have had phone calls from companies that run debit orders on my account every month to be told they are not going through.

Conclusion: My partner is with ABSA, his wallet was ****** while we were on holiday this past weekend and ABSA assisted him immediately with everything! Followed up everyday as they said they would, issued new cards, assisted with cancelling previous cards & making sure everything is secure!

FNB could phone me when I bought a plane ticket of under R1000.00 to check it was me, but failed to give me a call when cellphone banking was registered (Which I have never used) and all my accounts were being cleared in 10minutes (which I have also never done in my life).

If anyone had to ask my opinion on FNB again it would be negative, where I would usually encourage people to use FNB! So much so that I would recommend FNB services to my clients who have e-commerce stores or retail businesses.

When customers are not looked after, customers leave! I would rather pay more for better service than bank with a bank that saves me but doesn’t help me!