FNB Private Banking incompetence: Private client fusion account is a ****

Absolutely, here’s a revised and structured complaint based on your updated message:

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**To:** FNB Complaints Department **Subject:** Urgent Complaint Regarding Ongoing Issues with Private Client Fusion Account

Dear FNB Team,

I am writing to express my deep dissatisfaction with the service and account management I have received since migrating to the Private Client Fusion account—an upgrade I only pursued based on the assurance of one of your Private Clients Consultants. I was explicitly told that this account would save me money on transactions and that I would not incur additional fees. Unfortunately, that has not been my experience.

From the **first month after migrating**, I began encountering issues. I raised concerns with the same consultant on **three separate occasions**, explaining that the account was not functioning as expected. She informed me that I had an **overdraft facility**, yet the **overdraft has never worked**—a key point I made clear each time we spoke. Despite these repeated concerns, no resolution was ever provided.

My most **recent complaint** was left **unanswered for eight days**, until the consultant eventually responded and advised that an investigation would be conducted, and feedback would follow in **24 hours**. True to her word, she did revert back, but her explanation—that my account was in access due to **merchants banking their money late**—was not only unacceptable, it was nonsensical.

**When I transact, the money leaves my account immediately.** It is deducted in real time. I fail to understand how I can be penalized for merchants banking late, when from the client’s side, the funds have already left the account. This justification appears to be yet another example of how **FNB uses internal banking terminology to confuse clients**, hoping that most will not challenge the logic due to a lack of technical understanding about what happens behind the scenes between the client, the bank, and the merchant.

Additionally, I have noticed **debits from my account that I cannot identify**. When I raised this, I was told that I have **pending transactions amounting to just over R4,000** and **refunds due to me totaling R8,000**. However, the only transaction that was conveniently processed was the one that left my account in **access**. I was then told a further investigation was required, which would take **3–7 working days**. No urgency, no accountability—just delays.

To add insult to injury, the consultant I was dealing with has since gone **out of office**. Despite sending **multiple urgent follow-up emails**, the only response I received was a **generic call from a different consultant**, repeating the same information, with no action taken to actually resolve my issue.

It is now clear that **FNB has mishandled my account** and has shown a complete lack of urgency in resolving an issue that was **created by the bank** in the first place. As a Private Client, I expected a certain level of service, attention, and transparency—none of which I have received.

I trust that this matter will now be treated with the seriousness it deserves.