Frustrating Experience with FNB: Lack of Communication and Delays in Processing Inter Vivos Trust Account

I am completely and utterly frustrated beyond belief with FNB. A few months ago, I app**** for a bank account for an inter vivos trust. I promptly forwarded all the relevant documents they requested. After weeks of silence, I received a call from a lady who informed me they needed my documents. I explained that I had already sent them, only to learn they had the wrong email address. She also mentioned they needed signatures from all three trustees, not just two. I promptly got the documents signed by all trustees and emailed them back, hoping this would resolve the issue.

However, things only got worse from here. Weeks went by with no response. At that time, I didn’t urgently need the bank account, so I let it slide. About a month ago, I started calling FNB again as I needed the account finalized. I called 2 to 3 times each week, and each time I was told the same story: the previous request is still in the turnaround time, or they simply escalate the request again. Despite requests being escalated to managers and team leads, I have received no response whatsoever.

In the initial calls, I was assured that I would hear back from them the same day, and I even emphasized the importance of having the correct contact details. I have received no feedback, no updates, and no communication at all. I am utterly disappointed. Even a simple acknowledgment that they are working on it would have been helpful. This lack of response and customer service is unacceptable.

Today, in a last-ditch effort, I went to the branch, feeling hopeless at this point and just trying anything. As expected, I wasn't able to be helped there either. They simply had me on the phone going through the same process. This time, the lady had me on hold while trying to get in touch with the managers, but received no response. All she could do was escalate it again, making it yet another wasted effort.