FNB Private Clients – A Frustrating, Declining Experience

FNB's "Private Client" label has become meaningless. What should have been a simple account setup from the app for my daughter has become a frustrating ordeal due to a broken KYC process. I submitted the required documents promptly, followed all instructions, and made multiple follow-up calls, yet I’m still stuck in limbo.

Despite assurances, documents weren’t loaded, more documents were suddenly requested, and I'm now expected to keep calling back for a basic verification process. A manager was meant to call before the end of day - and they did not. Emails to the assigned private banker go unanswered, and bankers are changed without any notice, leaving clients without continuity or accountability.

It’s not just this incident. The service across the board has steadily declined:

- Pricing plan changes now quietly penalize EFTs to other banks. - The eBucks rewards program has been severely devalued. - A billing dispute raised via email months ago remains unresolved. - Communication is inconsistent and emails vanish into the void.

I’ve already moved part of my portfolio elsewhere and will continue to do so unless there’s a serious change in how FNB values and treats its clients. For a bank that claims to offer a premium experience, this has been anything but