FNB: Two month without access to funds and very little assistance

Good day,

After two months without access to my FNB account and very little assistance from FNB I would like to write an official review.

I moved to France in September 2018 at which time I could access my online banking through my French phone number as a second OTP notification number in addition to my SA phone number. I cannot receive SMS’s on my SA number in France. This method worked wonderfully but all of a sudden towards the end of November 2018 I noticed that the option of having a second phone number for OTP notifications has been removed. In addition, changes to an OTP notification phone number, could only be made at an ATM. As my card is in France with me this all of a sudden meant I did not have access to my money. At no point was I informed of these changes which meant that all of a sudden I was cut-off from my funds. I have contacted FNB repeatedly over the last two months with very little response. I contacted them both through my online banking and via email. If and where I did receive any response it was very poor quality and instructions were not clear. In the last correspondence they indicated that it would be able to change my OTP to be sent to my email address. I have once again not received any further response regarding the matter.

I have since had to borrow money in SA to make the payments I have within the country. I have all the correspondence on record should it be needed.

I have always been very satisfied with FNB and it is thus with much disappointed that I learn how their level of service decreases when they are faced with more individual problems.

Kind Regards,

Marie Daniel