FNB Secure Chat Is Broken – Customers Left Ignored and Frustrated

I am utterly disappointed and disgusted by the level of service currently offered on the FNB Secure Chat app.

Every time I try to speak to a consultant to get basic information or resolve account-related issues, I end up waiting close to an hour. In many cases, there is no response at all. I simply receive an automated message saying that an agent will be with me shortly, and then nothing further happens. No follow-up. No assistance.

This is extremely inconvenient and incredibly stressful. What makes it worse is that FNB used to be good at this. I used to proudly tell people that I could go into the app, chat to an advisor, and have my issue resolved within 10 to 15 minutes. Now it genuinely feels like I am begging to speak to someone who can help me, despite having legitimate and important account queries.

Email is not a solution either. Responses take far too long, and there is no sense of urgency or accountability. I am left chasing the bank for help with my own accounts.

Honestly, I wish changing banks were easier, because the service has deteriorated to the point where it is unbearable. Unfortunately, the administrative burden of moving everything over is the only reason I am still with FNB.

FNB loves to market itself as one of the best, if not the best, banks in the country. Based on my recent experiences, that reputation is no longer deserved. Secure Chat is broken, unreliable, and deeply frustrating.

Why should customers have to beg to speak to someone who can help them with their own accounts? When will this issue with Secure Chat actually be addressed and resolved?

This level of service is unacceptable.