FNB PRIVATE WEALTH STOLE R15950 FROM ME AND TERRIBLE PRIVATE WEALTH BANKER SERVICE

Im a private wealth client at FNB and Im experiencing the WORST service ever!! I withdraw a total of R15950 from my Liberty Stash saving account into my FNB private wealth account but those funds were NEVER made available to my account even though they were credited to my account and the deposits show in my transactions. I’ve contacted the private wealth service suite (because my private banker is a deadbeat. Her phone never goes through and when I eventually do get a response via email it’s always from her assistant and never my actual private banker) but I kept being told that “there’s pending transactions” however this problem only happened with Liberty Stash deposits (which I noticed are credited as a reversal into my account instead of a deposit so that could possibly be the cause of the problem).

The issue is as on 21 December 2022, I had a balance of -R10 883 from an over draft limit of R26 833. Meaning in my private wealth cheque account I should still have have R15 950 available to use. However this was NOT the case. Had R0 available to use. This is because the R15 950 money that was withdrawn from my Liberty Stash account (R2950 on 4 Nov 2022, R5000 on 28 Nov 2022 and R8000 on 16 Dec 2022), deposited in my private wealth cheque account, credited towards my maxed out overdraft balance of -R26 833, but then never made available TO ME for use again in my cheque account. My dispute is VERY SIMPLE to understand had anyone BOTHERED to at least understand it and make an effort to investigate!!!

I first reported the issue on 21 December 2022 and since then in which I then spoke to my broker’s assistant Zothile Kubheka and explained the issue in which she understood and said she’d escalate, but never got any feedback from her. Instead I got an “on leave and returning 4th Jan” automated response when I tried to follow up a few days later, same with my private banker. I’ve since had emails from the service suite saying “the funds have been credited to my account & the query is closed” from a consultant named Chuma Nompolozo & a standard response from another consultant named Andiswa Kobese. These consultants clearly never did a thorough investigation, instead had a quick glance on their back office end and decided to give me a response that was half-****d then closed my query. My private wealth banker, Valencia Skosana, has never contacted me to at least check if the query was resolved upon her return from leave nor did she bother with any form of email communication.

I’ve sent a complaint to FNB CARE, no response. I’ve sent in a complaint to service suite about my bankers poor service, it was not address. I’ve been going back and forth with consultants via email and my banker or her assistant has never bothered to step in to resolve this even though they are cc’d. FNB PRIVATE WEALTH is clearly just a tag with no value to it. Either that or FNB puts poorly trained staff with no kind of customer service experience or private banking experience and just labels them “Private Wealth Bankers”. Or even worse, there might just be some sort of ************** towards certain clients because I don’t believe I get charged all these fees to be a PRIVATE WEALTH client to be treated like this. Because I’ve also had 2 occasions where the same banker set up appointments to meet up and discuss financial health and investment options which she either didn’t follow up or show up (I have the emails to prove this) and I struggled with my car financing application in which the dealership was more helpful (and put pressure on my banker’s assistant, because my banker didn’t bother getting involved or at least contacting me herself) than my banker. Had it not been for the sales person Solly Meloa at Lidsay Saker Midrand, I’d probably not have a car today.

I’ve now resorted to moving all my future income and debit orders to a different bank and if I receive no assistance in 24 hours, will be escalating to the Ombudsman because FNB has failed to assist on multiple occasions now.