FNB’s App & Secure Chat Support Are a Complete Nightmare

I am literally sick to my stomach after every encounter with FNB’s so-called “secure chat support.” The FNB app itself is a monster—buggy, poorly designed, clunky controls—you name it. But the secure chat support is on another level of terrible.

Every time I have an issue, I get bounced around from one department to another. Most agents seem completely clueless, many just disconnect randomly, and every new agent has to “catch up” on the case, asking me the same questions over and over again. My average time per issue is at least 2 hours, and more often than not the problem isn’t even solved.

I honestly cannot fathom how such a reputable bank can allow this shocking, despicable level of support to exist for years without fixing it. It’s maddening.

To make matters worse, FNB still cannot provide a proper MFA (multi-factor authentication) for online banking, which is a market standard in 2025. Their excuse is always that OTPs are MFA, but the reality is that the portal can still be accessed with just a password. What good is a warning message on the app after someone has already hacked into your account and seen your finances? This is unacceptable.

FNB—if you want to be taken seriously as a modern bank, fix your app, overhaul your support, and implement real security. Until then, this is nothing short of a disgrace.