FNB’s Shocking Service – Ignored Complaints & Dismissive Responses

I am beyond frustrated with FNB’s atrocious customer service and complete lack of accountability. My complaints—*** and #***—have been ignored and I have been repeatedly dismissed despite following all required procedures. If I could give 0 stars, I would.

The Issue: I initially logged a complaint on January 24, 2025, at 08:40 AM regarding a dispute issue on my account. I received an automated reply stating an agent would contact me soon—which turned out to be six days later on January 30th (not my definition of "soon"). The assigned agent, Lynette, asked for screenshots, which I did not have—because I never expected FNB’s service to be this appalling. I had already clearly stated in my original email that my complaint was not about the transactions she referenced—so why was I forced to repeat myself? After I responded with the necessary information, I never received an acknowledgment of my email. More Delays & Excuses On January 9, 2025, an FNB agent confirmed she could see the debit order disputes I was referring to. In fact, she even told me to wait until January 24, 2025, when the 40 business days would be over—something FNB has conveniently ignored ever since. That 40-business-day process has now stretched into nearly 3 months, with zero resolution. On February 5, 2025, I sent another follow-up email just asking for confirmation that my response had been received. No reply. On February 6, 2025, I followed up again, demanding acknowledgment by the end of business. Still nothing. Instead of any meaningful response, I received an unprofessional and dismissive email that had absolutely nothing to do with my complaint—telling me to "keep track of my debit orders." Excuse me??? FNB’s Response is Beyond Unacceptable The response I received completely ignored the actual issue and was nothing more than a copy-paste template about debit orders. How is that an acceptable response after 3 months of waiting? 1) There is no DebiCheck mandate approved. 2)That’s what a stop payment is for, and FNB gives me the option to place a stop payment. 3) This stop payment was placed in October 2023, so obviously, I wouldn’t be able to view it anymore. One would think that an FNB employee would know this. At this point, it is crystal clear that FNB does not take customer concerns seriously. The lack of communication, constant delays, and dismissive attitude are completely unacceptable—especially for a customer of nearly 20 years.

Taking This Further Since FNB refuses to provide proper service, I will be escalating this to:

FNB’s CEO, Harry Kellan The Ombudsman for Banking Services Every public platform possible, including social media FNB’s failure to handle complaints professionally and efficiently is shocking. I have wasted countless hours trying to resolve something that should have been addressed a month ago. Enough is enough.

I expect an immediate resolution—no more excuses, no more delays.