Formal Complaint Regarding Ongoing poor Service-FNB

I am writing to express my extreme dissatisfaction with the continued poor service from FNB.

Following a previous loss of R49,000 due to FNB, I lodged a complaint on HelloPeter approximately one to two months ago. I was advised that someone would contact me, but to date, I have received no response.

Since then, I have experienced further unacceptable service. I am part of a non-profit organization. Our secretary was stepping down and our new secretary contacted FNB to enquire about the process to remove the outgoing secretary from the bank account and online banking profile and to add the new secretary.

We were provided with paperwork to complete and advised that the committee members needed to visit the branch to resolve the online banking access.

Our new secretary made an appointment. The committee arrived at the agreed date and time and waited for an hour, only to be told that we could not be assisted due to understaffing and were asked to return the following day.

We returned the next day and were again turned away because two committee members could not recall their PINs, as they seldom use them. We were not offered a solution to reset the PINs and were simply told to return once they had them.

Yesterday afternoon, our secretary was informed that the paperwork we completed and returned to the branch had not been submitted to the accounts department and is still at the branch.

As a result of these delays, our new secretary is unable to load payments. This level of service is unacceptable and has caused significant disruption to our organization.

I request urgent intervention and resolution of this matter.