FNB's Useless upgrade system, bordering on dangerous

Useless upgrade system, bordering on dangerous

I recently upgraded my FNB bank accounts to FNB Premier, the upgrade encompasses a cheque and credit account.

With the upgrade, the related accounts should (you would think...) come with the necessary cards pre-ordered. But, apparently not. The FNB cheque and credit card departments seem to work autonomously of each other, without regard for client experience.

Consequently in this instance, my cheque card was delivered correctly and allowed for safe activation via the app. The credit card on the other hand - according to the app is "not activated" (and not delivered - with a virtual version sitting on the app).

According to a consultant from the FNB Credit Department, one needs to add a card via the app (in spite of the app reporting a card which is "Not Activated" )and go through the process of filling in all the details that should have been captured when the upgrade was agreed upon. This means that one can apparently activate a card that hasn't been generated yet.

To top off all the running around and phone calls I shouldn't have had to have made. Consultants manning the phone lines come across as condescending - sounding almost as if this broken process is incredibly intuitive, and one should know already that the onus is on the customer to order and process their own cards in this situation.

- K