FNB Refusing Access to My Own Transaction History After Promising It

FNB advertises on its online banking platform that I can access up to 4 years of transaction history and that if older payments are not displayed, I can use the 'Advanced Search' option. This is a promise made on their system (see attached screenshot proof).

However, this feature does not exist in practice. I have tried repeatedly via Secure Chat, via email, and via the FNB app to obtain my UIF payment history from July 2020 to July 2025. Each time I am passed from agent to agent, the chats are closed without resolving anything, and I am told to pay R60 per statement despite FNB’s website saying this information is available.

The Secure Chat system is a joke. Agents do not read queries properly, and there is zero accountability. I am now forced to escalate this to the Ombudsman for Banking Services because FNB cannot or will not provide me access to my own historical transactions, even though it claims this is a standard feature.

I am a Premier Select client. I am not asking for free statements — I am asking for the promised access to my account's own transaction history via search tools.

FNB’s refusal to assist is unacceptable.

Dr. James Swiegelaar Account ending: 09469 Email: *** Cell: ***