1 reviews | Active since Aug 2022
FNB unable to provide account history or statements in English!
My wife and I are applying for a visa and have to submit 12 months' bank statements in English.
Unfortunately, my bank statements have been issued in Afrikaans for the last twelve months and for some reason FNB is unable to provide me with English copies.
I have visited two branches and spoken to many different people from various departments in the FNB call centre, but no one has been able to help me or provide any advice on how to solve my problem. They could not even provide me with 12 months' transaction history or any documentation confirming that I had received income over the past twelve months.
I am especially disgusted by the attitude of most FNB employees that I have dealt with, indicating that what I am asking for is not a standard service and therefore not their problem to try and solve. Their answer is simply some version of 'sorry it seems we cannot assist you'.
This is extremely frustrating and disappointing that a leading bank does not have a system in place to provide such a simple service.
As confirmed by almost every FNB employee I have spoken too, obviously, those records are on their system, in English, but they have no means of accessing them.
The service I have received in this matter has really been pathetic. I just need to prove that I have received an income over the past 12 months that has been paid into my bank account. How hard can that be?
Unfortunately, my complaint was not resolved at all, not even close.
I received the following response via email:
"Thank you for your email. Please note that statements that are already issued can not be re-issued and unfortunately we are unable to also change the language on all the statements that are already issued.
Kindly note that we have escalated the matter to the relevant department to assist with amending the method of communication to English.”
I was already aware of this which is why I made the complaint in the first place. I already changed my language of communication and future statements to English before writing the review above, but this does not address my problem.
It seems the 'Complaints Specialist' did not even read my complaint properly. I have only received feedback via email and no one has asked or tried to better understand my issue.
I need to prove that I have received an income over the past 12 months that has been paid into my bank account.
Can FNB not provide me with any alternative solution like providing a letter stating that FNB cannot amend the historic statements in Afrikaans and confirm that the following payments were made to me by my employer, and list these?
This becoming more and more frustrating, I hope someone can provide me with real assistance soon!
Unfortunately, my complaint was not resolved at all, not even close.
I received the following response via email:
"Thank you for your email. Please note that statements that are already issued can not be re-issued and unfortunately we are unable to also change the language on all the statements that are already issued.
Kindly note that we have escalated the matter to the relevant department to assist with amending the method of communication to English.”
I was already aware of this which is why I made the complaint in the first place. I already changed my language of communication and future statements to English before writing the review above, but this does not address my problem.
It seems the 'Complaints Specialist' did not even read my complaint properly. I have only received feedback via email and no one has asked or tried to better understand my issue.
I need to prove that I have received an income over the past 12 months that has been paid into my bank account.
Can FNB not provide me with any alternative solution like providing a letter stating that FNB cannot amend the historic statements in Afrikaans and confirm that the following payments were made to me by my employer, and list these?
This becoming more and more frustrating, I hope someone can provide me with real assistance soon!