I actually don't have words - Should have never moved to FNB

Ill try to summarize my 5 months of worst service ever, in order to get to the current challenge with FNB. Seeming that I do have the time available while waiting for FNB premier's "My team of bankers" to reply to my instant message on their chat. Its been over 40 minutes already without any reply. I was nr 164 in the queue which shows how horribile FNB's service really is.

My worst Bank in the world experience started in Feb 2019 when I moved to FNB in order to save a bi8t on banking charges. Little did I know that FNB would proof to me why they are cheaper than other banks - because you get what you pay for tight. But the service I've been getting I think FNB needs to pay me.

I had to submit the same request 4 times to FNB and to this date I have had no success. 3 out of the 4 times my application expired and due to FNB not communicating that they require documentation from myself, or even s status update on the process. Only time I received an update was when I called FNB.

I eventually realized that FNB is indeed not capable to complete this very easy task and decided to move back to my previous bank .

I still have my credit acc with FNB and arranged with them to now debit the monthly payment from my new account with another bank. They confirmed in writing that this has been completed and debit order will run when payment is due. I had to travel outside of SA during the time that this debit will have to run so I called FNB prior to my departure to confirm that all is in order.

Well guess what, the debit order did not run (This after you confirmed all is in order - twice.) I then received an email stating I need to do the payment urgently to avoid further actions that will affect my credit rating. So I paid via EFT (More than what was required) and received confirmation from *** that payment was received (the confirmation was only after I have sent numerous emails requesting confirmations)

Then I get a notification that a debit order has run from my account. So I have now paid twice. This was yesterday after which I immediately called FNB to say they should reverse the debit order ad my other financial commitments will be impacted bu this. I was told to reverse the debit from my other bank account and that I shouldn't worry as the money has not cleared yet. Well, it cleared now I need to get my money back.

Its been over 1 hour now on your "instant" chat and I have had three agents greet me and then all of the sudden the chat gets disconnected and FNB apologizes once more .

Just to finalize, someone from fnb just rep**** to my "instant" chat and informed me that I need to contact my other bank and ask them to reverse it. This after FNB messed the same debit order up n(TWICE). Please see chat below

Today This is my latest challnege with FNB. I moved back to ABSA. FNB confirmed that my FNB credit card debit order will be debited from my new ABSA account (I specifically confirmed this with FNB before going to Australia. During my time out of SA the debit order did not run as was confirmed with FNB. When I returned to SA I was infotredm that payment to my FNB was not done an further action will be taken if not paid immediately. So I paid en FNB confirmed that payment was received....Only to have the amount debited from my ABSA acc again. So I have now paid twice. Causing my other financial commitments not to be met. I need my money back immediately

08:06:09 All our Bankers are currently occupied. You are number 165 in the queue.

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08:10:47 .

08:13:12 Transaction details to be reversed : 01 Aug 2019 FNB CARD ***AWG***,643.00

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08:23:19 20 Min

08:25:32 22 Min

08:28:06 24 min

08:30:53 26 Min

08:32:49 Wow....such great service

08:33:04 28 Min

08:35:28 over 30 min already.

08:39:11 Your website claims - Send a message + get an instant response ???? False advertising.

8:41:56 AM .

8:43:25 AM .

8:45:25 AM .

8:49:15 AM Hello, you are now chatting to Maraka Kgare. Kindly note that some of our bankers may be working under supervision in terms of FAIS.

8:50:02 AM While you are waisting my time on your "NOT instant chat" - I am writing my complaint on Hello Peter

8:50:35 AM 44 Minutes to answer

8:51:02 AM The Banker has been disconnected. We will connect you to another available Banker shortly.

8:52:13 AM Oh wow.....just look at that. The banker just got disconnected....WOW. Lets wait another 46 minutes then right ?

8:52:49 AM Luckily all fo this will form part of my complaint

8:53:00 AM Hello, you are now chatting to Kaylene ****rane. Kindly note that some of our bankers may be working under supervision in terms of FAIS.

8:54:34 AM How may i assist you ?

8:55:10 AM Please look at history of this "instant chat" that has kept me waiting for 50 minutes

8:56:14 AM 1

8:59:34 AM We apologise for the chat interruption. Please note that you will be routed to the next available banker.

8:59:41 AM Hahahaha....lets see if banker nr 3 actually received training on how to help a customer instead of just disconnecting and leaving it for the next person in the queue to answer

9:00:59 AM Hello, you are now chatting to Yandisa Mdala. Kindly note that some of our bankers may be working under supervision in terms of FAIS.

9:03:34 AM please read history of this chat

9:04:00 AM Good morning

9:04:18 AM Hi Yandisa, not a good morning at all unfortunately and only due to FNB

9:05:14 AM .

9:09:27 AM Please note we cannot reverse the debit order. You may contact your bank and have the debit order reversed. The funds can only be transferred once the payment has cleared.

9:09:28 AM At the moment the debit order is pending, it has not cleared on the credit card.

9:10:06 AM You obviously did not read the entire chat. You were not suppose to debit the money. Why should I now correct your mistake ?

9:10:41 AM FNB at first confirm the debit order will run....then it didnt so I had to make manual payment....and now the debit order ran. So you messed up twice on the same debit order ??????

9:11:31 AM And now I need to correct it - unacceptable

9:11:44 AM