FNB's Faulty Systems - why you are better off with any other bank.

I understand that systems sometimes fail us and that it’s impossible for banking to never have any problems. We’ve been loyal customers of FNB for a long time but I feel that recently the service has gone downhill.

Incident 1: A few months ago, I took out a Temporary loan for an emergency, nearly 2 months later, no deductions were made from my account after several payments were made into my bank account. Finally I decided to visit the FNB Branch in Menlyn Shopping Centre. The lady who assisted me at General Enquiries informed me that she could see that there was a loan made by me but that no repayment was requested or registered. She told me, and I quote, “It’s early Christmas for you, don’t worry about the repayment”. I find this to be extremely ********* and **********. After my visit I called a call centre agent at FNB who advised that he would escalate my enquiry and that he would see to it that my loan gets repaid.

Incident 2: I was called numerous times by FNB and they advised that I qualified for a Gold Account and that it would be a lot better than my standard Easy Account. I was registered for eBucks and I had met more than the minimum criteria to earn eBucks. For 2 months, I hadn’t earned a single eBuck even after only supporting your partners at the time, Engen, Checkers, etc. I went to FNB in Hillcrest where they advised me that the eBucks system is delayed and that balances are only updated at the end of the month. But he assured me that the balance would update at the end of the month. Which didn’t.

I then went to FNB in the Kollonade Shopping Centre, where they again advised me that I was never registered for eBucks to begin with despite the fact that I has a presumably “registered” eBucks card and eBucks account reflecting on my banking app (to this very day). I then requested a downgrade from this account as a 3rd month of extremely increased account fees was very unnecessary as I didn’t reap any benefits thereof.

Incident 3: I noticed that I suddenly didn’t receive any more bank statements on my account via email. So I logged into my account only to find that for some reason, there are “No statement date(s) available for the account”. No specific date or range was set to search for statement, there were just no statements available.

Incident 4: I had some money put away in a Savings Pocket (bank your change account) and as I was standing in a store in line waiting to pay, I wanted to transfer money from that account to my current account. i then received some long error code and resulted in me having to drive to the nearest branch and ask for a consultant to fix what she called, "a problem that regularly occurs".

I'm tired of having to struggle with simple things like this. FNB has never delivered such poor service.