FNB: Terrible courier supplier & overall service delivery.

I am absolutely astounded by the decline in FNBs standard of service delivery.

I have not had a bank card in over 9 months. This has been due to absolutely appalling delivery service as well as administrative errors. Last year (having been traveling on a weekly basis for work) and thus not being able to have my card delivered to my home address, I ordered a new card on THREE occasions relying on FNB’s promise to deliver within x amount of working days and not once was it delivered within the trusted time frame. I have heard about several FNB customers complaints about CCD couriers and am appalled by the inconvenience that FNB customers have to undergo.

I went to an FNB branch last year to order my card to a branch close to my home address and spoke to the duty manager. I was informed that my home address was listed as being somewhere in *** where I have never lived??? How is this possible and what are consumers to do regarding the ***** that can occur if a chip card is incorrectly delivered!? I demanded for the branch manger to immediately follow this up and provide an email response. This was never done.

I have made several calls to the Cape Town based customer care line and never have my complaints been escalated nor has anyone senior contacted me to explain the gross mismanagement of my account even after several requests.

I have incurred an excess of R10 000< in e-wallet and cash withdrawal fees and card redelivery due to FNB’s inability to resolve this matter and make it convenient for clients who have immensely busy schedules to receive feedback as well as the ********** quality of CCD couriers. I also have been unable to utilize my status as a Private Wealth client due to not having a bank card NOR have I been able to load an FNB app onto my device or make online payments- all of these matters have led to financial and material damage.

All of these service delivery issues came to a head last week when I INDEPENDENTLY did an online application to open a new business bank account for a new venture and a business partner I was contacted by an FNB representative and alerted of this fact! I am absolutely infuriated and horrified about this breach of confidentiality. My application had NOTHING to do with the other partnership I belong to and I cannot believe that such sensitive information can be shared without my explicit consent.

Within the past week I have taken steps to move my banking affairs to Nedbank and have been met with excellent service. I hope that FNB will view the above with an appropriate level of seriousness and that these matters will be resolved. The material and emotional strain that the aforementioned have caused me have been truly unacceptable.