FNB- what a disappointment!

I have been a customer at FNB for many years and have always been impressed by their innovative banking, always a step ahead of the competitors, making the customer experience such a pleasure.

However of late, I have had endless issues with customer service. I am currently a private clients member with a personal banker, something one would imagine would be beneficial but it is definitely not!

A fairly simple exercise of having my new debit and credit cards delivered to me, which is a perk of having private banking is made into one of Hercules great labours! Firstly they can only accomadate the Ballito area on a Wednesday, some service indeed. So I requested the cards be sent to the Ballito junction FNB. I received an sms to notify me that my card had arrived. I go into the branch and am told, it is not there. I’m asked to call my private banker who is unavailable, so another private banker checks the system and confirms the card is in fact in the branch. The staff member looks again and finds the card! This is only my credit card, the debit card isn’t there. I query the whereabouts of the debit card and am told I should check with my banker.

I leave the branch and contact my banker. She informs me I have received my new debit card as it shows as active on my account. So there is a debit card out there somewhere with it’s PIN number attached, linked to my account and IT IS ACTIVE and I DONT HAVE IT!!! How, I ask her, is this possible?!!! An error she says. That I soon learned is the answer to all questions at FNB!

The rogue debit card was then cancelled and a new one ordered to be sent to the bank. I go in to fetch it, sit in line again, fetch the card, step out of the branch, go to the atm and it spits out my card saying it’s been deactivated. This is the second time this has happened by the way. I tell the lady at the bank and she says I should contact my private banker!

Anyway so now I’ve got a working new debit and credit card and I assume all is well with the world again, only to get a call from CCD couriers that they have a package for me from FNB. I enquire about the contents of the package, the lady on the phone says she doesn’t have any details so I agree to delivery. I then receive several messages to say the courier company hasn’t been able to reach me to deliver my CREDIT card!

So I contact my private banker to ask about what credit card this is now after the previous fiasco?! She is unavailable and another private contacts me to say it’s a Petro card so I agree to have it delivered.

Today I get a call from FNB to say they are answering a query of mine about a delivery and they are delivering a credit card to me. Needless to say at this point, I have had enough!!! How can this be this difficult?!

I ask the private clients service provider that called me today, who ordered the card?! He again says it was an error! This is too frequently tolerated and I am so tired of such incompetence, because tomorrow and the next day after that I’ll probably receive more calls about more cards! The staff members that have been contacting me have not been updating my profile on the system it seems so they have no idea what’s been happening with the previous encounters, hence I’ve been explaining the situation to every person I’ve spoken to which is a lot of people! This has been highly inconvenient and time consuming, not to mention irresponsible and dangerous activating cards not in my possession!

I am a loyal paying customer and I am sorely disappointed by the service I have received!