Formal Complaint: Delay in Closing Account and Releasing Funds

Item: FNB (First National Bank)
Rating: 1
Author: Andile Z

Good day,

I would like to formally lodge a complaint regarding the handling of my account closure request and the delay in releasing my funds.

On Friday, 24 January, I visited the FNB Heidelberg Mall branch, where I was informed that I have an Easy Zero account with an available balance. I explained that I do not need this account and requested that it be closed and that my remaining funds be paid out to me.

For context, this account was originally opened at the Killarney Mall branch, as I was required to open it at the time in order to withdraw an eWallet. I was informed then that I would not be able to access the funds unless I opened the account.

At the Heidelberg Mall branch, I was advised that my account had a hold and that it would take 48 working hours for the hold to be removed. I was told that I would receive a call once this was resolved.

I did not receive any call or feedback. I then returned to the branch today (after approximately 36 hours) only to be informed that there had been no response from the department or individual to whom the email was sent. As a result, I am still unable to access my money or have the account closed. Another email was sent while I was at the branch, however I received no feedback throughout the day.

I am extremely disappointed with the lack of communication, delays, and inconvenience caused. I have made multiple trips to the branch, followed all instructions given, yet my issue remains unresolved and I am still unable to access my own funds.

I kindly request:

Immediate assistance in removing the hold on my account

Release of my funds without further delay

Closure of the Easy Zero account as requested

Please treat this matter as urgent and provide feedback as soon as possible.

Kind regards, Andile Zwane

Helpful (0)

Replies (1)

Andile Z's updateReviewer Update

29 Jan 2026, 09:01

Hi it's Miss,

And I would like to add further context to my complaint following a call received today from the FNB Heidelberg Mall branch.

I was advised that when staff indicated a “48-hour” timeframe, this refers to 48 hours calculated according to branch working hours, not standard working days. This clarification was never communicated to me at the time of my visit.

Had this been explained upfront, I would have been able to manage my expectations accordingly. Instead, I was led to reasonably understand that “48 working hours” referred to standard business days, which is the commonly accepted interpretation.

I would like to note that this lack of clarity, combined with the absence of feedback, has resulted in unnecessary inconvenience, multiple branch visits, and continued inability to access my own funds.

I respectfully request that this matter be escalated, that clear timelines be provided in writing, and that my account closure and release of funds be prioritised without further delay.

Kind regards,
Andile Zwane

Andile Z's update29 Jan 2026, 09:01

Reviewer Update

Hi it's Miss,

And I would like to add further context to my complaint following a call received today from the FNB Heidelberg Mall branch.

I respectfully request that this matter be escalated, that clear timelines be provided in writing, and that my account closure and release of funds be prioritised without further delay.

Kind regards,
Andile Zwane