Formal Complaint – Lack of Ownership and Unnecessary Customer Effort | FNB Business Banking

Dear FNB Business Banking Complaints Team,

I would like to formally lodge a complaint regarding an extremely frustrating experience with FNB Business Banking and, specifically, the manner in which my query was handled through My Service Suite this morning.

The original issue was relatively simple.

The Confirmation of Account letter generated through the FNB app reflects my business name in lowercase letters. However, the business documentation originally submitted to FNB reflects the business name in capital letters. I therefore needed assistance in understanding why the FNB-generated document was reflecting the name differently and having this corrected.

What should have been a straightforward query turned into an unnecessarily difficult customer journey.

I was initially advised that correcting the information would require referral to an admin team and could take approximately 2–3 business days, whereas visiting a branch could apparently result in the matter being attended to on the same day.

Given the urgency of my request, this was already frustrating. I struggle to understand why a customer using FNB's digital channels should receive a slower resolution than a customer physically visiting a branch, particularly for an administrative issue.

The experience deteriorated further during my interaction through My Service Suite.

The first consultant advised me to log into Business Online Banking via a laptop or desktop, download another Confirmation of Account letter and establish whether the business name appeared in lowercase there as well.

I questioned why I, as the customer, was being asked to troubleshoot an apparent FNB system/document issue rather than FNB investigating it.

Only after raising this concern was I transferred to Business Online Support.

I then explained the entire issue again to the Business Online Support consultant. The consultant indicated that he was checking the matter. However, instead of investigating why the FNB-generated Confirmation of Account letter was displaying the business name incorrectly, I was sent a generic set of instructions explaining how I could refresh or update my business information using CIPC information.

This completely missed the point of my query.

Ironically, the Business Online Support consultant's own message addressed my business as “S2G ENGINEERING (PTY) LTD” – correctly reflected in capital letters. This suggests that the business name is already displaying correctly within at least part of FNB's environment.

My question therefore remains: why is the FNB-generated Confirmation of Account letter reflecting it differently?

That is what I asked FNB to investigate.

Instead, after providing me with generic self-service instructions, the consultant responded to my frustration with:

“follow the steps above it will be ok”

followed by:

“Thanks”

and proceeded to close the interaction without confirming that the underlying issue had been investigated or resolved.

This is unacceptable customer service.

My complaint is no longer simply about capital letters on a Confirmation of Account letter. It is about lack of ownership, unnecessary customer effort, ineffective escalation and an apparent inability to resolve a relatively straightforward query through FNB's digital support channels.

Throughout this interaction, I have effectively been expected to diagnose the issue myself, move between FNB channels, repeat my query to different consultants, refresh information that was supp**** correctly in the first place and potentially visit a physical branch – all without anyone taking clear ownership of determining why an FNB-generated document is displaying my business name incorrectly.

I would therefore like FNB to:

1. Investigate why my Confirmation of Account letter generated through the FNB app reflects my business name in lowercase when the documentation submitted to FNB reflects it in capital letters. 2. Correct the issue so that future Confirmation of Account letters generate the business name correctly without me having to contact FNB each time. 3. Explain why I was directed to refresh information from CIPC when the business name is already reflected correctly on my original documentation and, notably, within the Business Online Support interaction itself. 4. Review the handling of my My Service Suite interaction, particularly the lack of ownership and the closure of the interaction without resolution. 5. Explain why an issue that can apparently be addressed at a branch on the same day requires a 2–3 business-day turnaround through FNB's digital channels. 6. Provide me with a complaint reference number and confirmation of who will take ownership of this matter through to resolution.

I have screenshots of the full interaction and can provide these as supporting evidence.

As a Business Banking customer, I should not have to work this hard to have a relatively simple issue investigated and resolved.

I look forward to FNB's response and, more importantly, a resolution to the underlying issue.

Regards, Tumi