FNB Wasting my time

Dear FNB,

I’m extremely disappointed with the service I’ve received from you lately. I expected better, especially after upgrading my account.

After the account upgrade, I was informed that I would be issued a new card and that a courier would contact me to arrange delivery.

The courier did call to confirm the details and assured me the card would be delivered within three days.

For three consecutive days, I received a message on my FNB App each morning stating the card would be delivered that day.

Each day ended with no delivery, followed by another message postponing it to the next day.

As of today, I still have not received my card.

To make matters worse, I’ve now received a message on the app stating that I "missed" the delivery. This is completely inaccurate. What is going on between FNB and DSV? My time is being wasted and my patience tested.

Additionally, I attempted to take out Life Insurance with FNB, but that process has also been extremely frustrating:

I was told a medical would be required and that a nurse would contact me.

The first nurse called but informed me she was in Johannesburg, while I’m not based there.

A second nurse called and, again, she was not near my location either.

Eventually, someone contacted me and told me I needed to print out a form and go for lab tests. I still haven’t received that form.

At this point, I am no longer interested in the Life Insurance. If this is how difficult it is just to get the policy started, I shudder to think how my loved ones would be treated in the unfortunate event of a claim.

I hope this feedback is taken seriously and used to improve your processes, because right now, your service is falling far short of expectations.