FNB Waste of time and lack product knowledge

I wish to express my dissatisfaction with the recent service I have experienced with FNB, which has been both frustrating and time-consuming.

I app**** for an FNBy account online for my son and subsequently received a call from the sales department to finalise the account setup. However, the following day, I discovered that the account was on hold due to the customer agreement not being signed. I called FNB and I was informed that the sales department would need to send me the agreement form, which was not initially provided.

After a couple of days, I received an email requesting that I complete a Due Diligence form, which I promptly did. Following this, I was notified that CDD trigger escalations had contacted the KYC department for assistance to “reactivate customer account”. Unfortunately, the KYC department informed me that I would need to visit a branch for resolution.

I took time out of my day to visit the branch, only to be told that there was no issue with the account and everything was in order. The consultant suggested that opening accounts online could be more cumbersome than visiting a branch.

After my visit, I attempted to use the card at a retail store, but it was declined with a message indicating that the card was locked and that I need to contact the card provider. I returned to the branch, where I was reassured that there was nothing wrong with the card or account. I was then encouraged to withdraw cash from an ATM, which worked, but it seemed as though this was an attempt to incur transaction fees rather than a solution to the card issue.

Additionally, I have faced challenges when inquiring about a prepaid FNB Connect SIM card. Initially, I was informed that an FNBy account would qualify for a prepaid SIM by multiple staff, but my application indicated otherwise. During another chat session, I was advised that I would need to visit a branch to obtain the SIM card. Upon visiting the branch, I was told that an FNBy account does not qualify for the prepaid SIM. This inconsistency in information has led to unnecessary visits and a significant waste of my time and resources.

I am disappointed by the apparent lack of knowledge among FNB staff regarding their products and services. The conflicting information and repeated requests to visit branches have caused considerable frustration.

At the branch I was asked to switch from the bank I am using to FNB. After what I have experienced and staff not knowing their own products and services I don’t think I will