FNB, WHERE SERVICE AND TURNAROUND TIME MEANS NOTHING

I have on 2 occasions requested a consultant from wills and fiduciary on behalf of my husband, a lifetime FNB CLIENT to contact my husband to set up a consultation on behalf of his 79 year old father, ALSO A LIFETIME FNB CLIENT to draw up a will.

This 1st request was done via online form on the FNB site. The resultant generated email provided a reference number and promised a consultant would make contact within 2 days. This did not happen.

I subsequently contacted the number provided in the generated email to enquire about the lack of response. Siya, from the call number informed me after some uncer*****y as to what the call was about, that FNB no longer does face to face, in person consultation for wills and does all consultations virtually. When pressed, he admitted these were either video or audio consultations and he would forward the information and reference number to the correct person and we would hear back from them in 1 TO 2 WORKING DAYS.

We have heard nothing. We are assisting my husband's father as he does not have nor want online banking, is very old and hard of hearing and will have questions a professional will need to answer. That is why we CANNOT DO THE WILL ONLINE WITHOUT A CONSULTANT.

We need a date and time to have a telecon or videocon consultation.

I honestly believe that FNB are letting down their older tech averse clients a shoddy service with this total apathy and disregard for LONGSTANDING LIFETIME CLIENTS. OR HAS FNB BECOME YET ANOTHER ORGANIZATION THAT BELIEVES ITSELF TOO MODERN TO HELP ITS MOST VULNERABLE CLIENTS