FNB simply cares about sales and has no regard for their customers.

I'm disappointed beyond belief with this bank. So where do I begin with this bank? Well firstly let me start off with my latest disappointment. I withdrew funds from my trading account with XM Global Limited, which is a forex broker, but with how XM works, they process withdrawals as reversals, up until your withdrawal cannot be processed as a reversal as what you've withdrawn exceeds what you've deposited.

Now, you may ask, where does FNB fit in all of this? Well over the last month I've been receiving payments from XM in the form of reversals, and now my latest withdrawal from XM, was processed by the broker, but the funds were never deposited into my account. So being curious, I wanted to know why on earth the payment wasn't going through even though my broker says they processed the withdrawal. My broker gave me two ARN numbers to track the funds within FNB because they assured me the funds are indeed with FNB and they told me to liaise with my bank.

So knowing this I call FNB to find out what exactly is going on with the money not being deposited because its happened so many times without a hitch. So I call their forex department because I presumed that with it being a matter relating to forex, that the forex department would be able to assist me. I call in and the first thing I'm told by the consultant on the line was that because the payment is in relation to a card transaction and had no swift code, that the matter should be dealt with by the card authorization department. So they put me through to them, or at least they tried to (the line cut so many times). So I'm now speaking to a consultant in card authorization, and I end up getting screamed at by the most impatient consultant who told me there's no one who could help me when I asked to speak to a manager or team leader, but this consultant loudly insisted that I keep quiet whilst he tried to tell me how no one in the department could help me, even though I just asked to speak to a manager. He simply continued to shout over me to tell me how no one can help me because he didn't know anyone who could help in his department. He ended up simply hanging up, and I had to reconnect to the card authorization department, and I eventually get put through to a decent manager who was able to track the source of the problem.

The manager I spoke to kindly notified me that the payment was blocked by the ***** early detection department and that I need to speak with them to sort it out with them as there may have been suspected *****. He put me through to the ***** department, only for the line to cut again. I call in again with the ***** department, and I get told that this matter should be handled by the card authorization department as it is a card transaction, and that the ***** department only deals with outstanding ***** cases or new cases relating to *****.

Tired as I am, I persist as I am deeply concerned by the block on the payment and more importantly the rationale. So I get put through to card authorization again, and the consultant I spoke to there says that I need to speak to someone in the ***** early detection department, even though I just spoke to someone in the ***** department and they told me, no this is separate to the ***** department entirely. At this point, I felt as though I'm chasing my own tail because I've been put through 6 or 7 different people, and at every turn, no one was able to assist me.

So I get put through to ***** early detection by the consultant I spoke to in card authorization and the line cut again. So now I phone into the number provided to me for ***** early detection and I hold, as the phone operator tells me to hold for the nearest available agent to get into contact with me, I wait for a good hour, and no agents are available, so I press 5 as that is the number I press to have an agent get back to me as soon as one is available.

Bear in mind now, this all occurred on Thursday the 16/07/2020, the date today is Tuesday the 21/07/2020, and the only call I've received from FNB since then is just about some ****** new benefits they want to offer me, and new products they want to sell me. This indicates one thing to me and that is FNB is only concerned with what new things they can sell me rather actually helping me as a customer. I mean how can you call me about a new benefit, yet I'm still waiting for a reply on my very serious matter relating to a suspected ***** that I'm not even guilty of because I've conducted the very same transaction time and again.

My relationship with FNB is hanging by a thread because I no longer feel valued as a customer, and I just see myself as another sale they are constantly trying to push through. If this matter is not resorted ASAP, I will end my longstanding relationship with FNB and simply take my business to Standard Bank and Nedbank.