FNB Private Banking: Paying for a Service That Does Not Exist

Once again, I am forced to escalate through HelloPeter because this appears to be the only channel FNB responds to.

I currently have a newly assigned private banker. As expected, communication was proactive during the first few days. Since then, my private banker has gone completely missing in action. I have sent multiple messages (at least three) with no response whatsoever.

This raises a fundamental question: what am I paying for?

For over a year, I have been charged private banking fees for a service that is effectively useless. When I actually have problems that require assistance, there is no response, no follow-up, and no accountability. If I wanted to be ignored, I could downgrade my account and avoid these fees entirely.

The only time FNB reacts is when I escalate publicly via HelloPeter — which is deeply concerning and points to a systemic failure in customer support.

To make matters worse, FNB previously “investigated” and closed a case relating to an immediate payment that did not reflect over the Christmas period. That case was marked as closed, yet:

I was never contacted No explanation was provided

No proper resolution was communicated

How does FNB investigate a matter without speaking to the client involved? Closing a case without engaging the customer is not an investigation — it is a tick-box exercise.

As things stand:

My original issue remains unresolved

My private banker is unresponsive

I continue to be charged for a premium service that delivers no support

I am formally requesting:

Immediate contact from a competent representative

A clear explanation of how my previous case was “resolved” without client interaction

A review and refund of private banking fees for periods where no service was rendered

I am documenting this matter across multiple public and regulatory channels due to FNB’s repeated failure to respond through normal service lines. I am not interested in scripted apologies — I expect actual resolution and accountability.