Horrific Business Experience

Here an honest review on our experiences having business accounts with FNB. Firstly we are in the travel industry and hold two business accounts with FNB. As this year was crazy regarding the industry there were thousands of transactions for tours this year that were compensated or needed to be compensated. We had hundreds of tourists this year cancel bookings because of COVID totalling thousands of different transactions.

Our problems started when a small percentage of merchants that we purchased travel services from for our clients either disappeared or failed to answer us regarding our refunds (ALL OUR BOOKINGS ARE ALWAYS DONE WITH FULLY REFUNDABLE TERMS). As time went on and we realised that some merchants are not going to answer us we were legally advised to open chargeback cases on those transactions and provide the full booking and cancellation details as evidence. This was done and each piece of evidence that were are due full refunds were submitted.

Now we did this in early JUNE. This is five and half months ago. First the 5 days turnaround for an answer became a month. After that we literally had to contact every singel department at the bank to actually get hold of the completely non existent "chargebacks department". We were then assigned to and agent. This agent have provided the SUM TOTAL of 5 email responses in five and a half months. In the same time we have sent 1200 odd follow up emails to chargebacks, to escalations, to care department you name it. NOBODY ASSISTS OR RESPONDS.

We were notified on 24 September that some of the transactions have been WON in arbitration. After being won NO CREDIT HAS BEEN PROVIDED by the department now almost two months after winning the cases. ONE CASE we received email on 07 SEPTEMBER stating that the case was won and CREDIT WILL BE RECEIVED in 24 hours. This has been more than two months ago. 43 follow up emails on that case WITHOUT A SINGLE RESPONSE.

To make things worse the TWO cases that was credited after we won them and refunded our clients got RECHARGED by the merchants, allowed by the department. This was more than a month ago. dozens of emails and phone calls ZERO answer on this.

We have WON cases, AND NOT RECEIVING OUR CREDITS, getting NO response at all from literally every single email we send, NO RESPONSE or help from our business banker.

Just to compare we have a business account with another bank as well and had 4 transactions with similar problems. The ENTIRE case and issues were sorted within 3 weeks from top to bottom from that bank, here we sit five and half months later with FNB with NO HELP.

Our lawyers are drafting a a suit against the bank and that they will accept liability for not assisting us according to our rights and according to VISA cardholder regulations. All cases were done within the timeframe provided by VISA and FNB have failed dismally to assist with this absolute basic right.

Your complaints departments means nothing, months of complaints and "escalations" have amount to nothing. Your business banker assigned to us MEANS NOTHING, she has been non existent, completely unhelpful and does not answer our emails or questions. Your chargebacks agent we have laid complaints against him dozens of times, no action, no response.

It is literally an anonymous bank with absolute anonymous staff that was willing to take our money all these years in HUGE banking fees but could not assist us with the most basic requests as to our rights.

EACH AND EVERY ONE OF THE TRANSACTIONS DISPUTED WE WILL HOLD THIS BANK ACCOUNTABLE FOR