FRUSTRATED

FRUSTRATED What should be a simple matter turns out to be a nightmare. The FNB business account for our body corporate was registered with three ‘administrators’. The arrangement is any two of the three must authorise all banking transactions. One of the ‘administrators’ was nominated as the ‘contact person’ (Mr X). Mr X sold his unit some time ago and moved on. He has no more dealings or contact with the body corporate. We want to make changes to our banking profile, one of which is to remove Mr X from the profile and replace him with another person. The Trustees signed all the forms that were received (by email) from FNB, and submitted them with the required resolutions to the KYC PERMISSIONS DEPT, exactly as requested. We have a reference number. We received some more forms, we signed and returned them. Then silence. No further feedback. THE PROBLEM – I followed up with the call centre. The reference number and documents sent seem to mean nothing, but in effect it was work in progress. The Call Centre says speak to the KYC department, only they can handle it further. But you cannot phone the KYC Dept direct. The Call Centre cannot transfer the call because they have to confirm the above with the Contact Person who no longer is. He is GONE! That is what it is all about. The contact person on FNB records has nothing at all to do with the entity. We don’t even know where is! Call Centre says send an email to KYC dept and they will call. Done that. Silence. RESULT – three weeks later - frustration – wasted time and mobile airtime - utmost disappointment. CONCLUSION – Seems that FNB is not geared for this type of situation or seems they just don’t care. There can be no good reason for sending clients from pillar to post for a simple change in banking arrangements supported by all the available documents, etc. Now we’re stuck. Stalemate. Not surprised that FNB has such a low rating. I must add that FNB's Business Banking Enterprise product which we are using, is in my view the most secure and best for the banking needs of a body corporate. The Enterprise online support department deserves 5 Stars for their excellent support and instant assistance. Any other FNB matter meets with wasted time, wasted mobile call costs and frustration.