I have experienced a constant decline in FNB services across various departments for the past two years.

The quality of services provided by FNB has noticeably been declining over the last two years, and unfortunately, the situation appears to be worsening. I attest to that inso many cases I've had with them that still not resolved. I have lodged complaints regarding their services, however, it seems that their focus on "innovation" has led to neglect in other crucial departments. Regrettably, my grievances have not been adequately addressed, resulting in a continuous cycle of unresolved issues. Consequently, my negative experiences with the bank continue to accumulate, and my dissatisfaction with their services has reached a tipping point. Previously, I had confidently defended FNB and even recommended their services to others, but now I find myself deeply disappointed with the level of service provided.

1. Last year, I encountered a few *****ulent transactions that took an extended amount of time for FNB resolve. From this experience, I observed a lack of knowledge among FNB employees regarding their roles, as I was passed from department to department without a resolution. It was evident that some individuals were hesitant to seek guidance from their superiors on which department should handle the issue.

2. I submitted a complaint regarding a couple of issues through the FNB complaint department, as instructed by an FNB consultant, back in February 2024. The reference numbers for this complaint are *** and ***. Tevin Petersen sent me an email stating that he attempted to contact me but was unable to reach me. I requested that he call me again, but he never followed through. I sent him a reminder email on March 1st, 2024, urging him to respond, but I have yet to receive a response. It is concerning that the individual responsible for addressing client complaints has not been responsive.

3. On 18 March 2024, I reported another ***** issue to the card department. Initially, I was instructed to send an email to ******** on March 4th. I only received an auto-reply confirming receipt of the email. However, I did not receive any further communication until I requested an update. It was at this point that I was provided with the correct email address (***) by the FNB representative, as I had been given an incorrect email address via secure chat. This highlights my concerns about the level of knowledge possessed by FNB representatives. Following the email to the correct address, I received a response from FNB with the reference number: ***.

4. After not receiving any response from them, I went back to secure chat to inquire about an update. Zanele informed me that it usually takes 7 - 14 working days for card dispute to provide a response, and I was already nearing the end of the 14 days. A few weeks later, when I still hadn't heard back, I reached out to secure chat again. This time, Xolani mentioned that it may take 10-30 days for card dispute to respond. I found it confusing to receive contradicting information from two FNB representatives regarding the same issue. When I presented Xolani with a screenshot of Zanele's response, he attempted to avoid addressing my concerns and abruptly ended our chat session. From that point on, I was unable to access secure chat. This incident occurred on April 16, 2024. Due to this, I took to Twitter to express my dissatisfaction with the service. The social media team assured me that they would send the complaint with the respective department so that they investigate the inconsistencies and shortcomings in the service.

Upon returning to X (Twitter) after not getting any feedback, I requested for all my complaints to be forwarded to the complaint department. I included all relevant supporting screenshots, reference numbers, and additional information for their review.

5. I also had a student loan that I promptly paid off in the same month of application. I kindly asked the social media team to forward my request to the Student Loan team to reconcile and close the account. Unfortunately, I was unable to contact them through Secure Chat as the issue with secure chat remained unresolved. The social media team has confirmed that they have forwarded the request to the Student Loan team for further action. I was taken aback when I noticed that after the month end I was debited and my account had not been closed as requested. It appears that either the social media team failed to do their job or the student loan team overlooked their request. Which is still not my problem but theirs to resolve.

I email the student loan department and contacted them regarding my complaint regarding the closure of my account and unwarranted debit in April. However, I only received a response on May 3rd, where they confirmed the closure of my student loan but did not address my complaint about the debit. They then requested that I submit a dispute for the debit and provided a phone number to call. However, I have had negative experiences with contacting FNB via phone due to long wait times until a get cutoff and lack of resolution from them and for the fact that I won't have any evidence to share with them to prove my attempts as this has become a norm.

6. Moreover, amidst these ongoing issues, I was contacted by Veronique Williams from Private & Personal Service Recovery on April 26th. She kindly asked me to email her the details of all my concerns, assuring me that she would work diligently to address them promptly. She provided me with a reference number for my complaint: HP Complaint ***.

I was informed by her that due to the prolonged investigation into the February ***** issue, a refund has been issued to me already and that the funds are expected to appear in my account within a couple of days, specifically 2 working days as stated by her. Despite her assurances, it has been a month since this promise and no actions have been taken yet regarding the refund. And also from her own words via email she said "Please be advised that I will escalate to the relevant Team Leaders for the service failure to be addressed accordingly.I have also followed up with our Disputes team again, and will ensure feedback is grant regularly until the matter is resolved."

I have not received any feedback from the team leaders or Venonique since then. Of which I assume that the team leaders are also lacking in effectiveness like their subordinates. This need to be escalated to the managers, although I am skeptical that they will take action to resolve it.

7. Last week, I reached out to the X (twitter) team for feedback on the Secure chat issue, which I had reported over a month ago. I was informed that the issue had been forwarded to the appropriate team. I requested to be included in the communication to directly inquire with the FNB App team, but my request was ignored. Another week has gone by, and I have yet to receive any communication from the FNB App team regarding the resolution of the Secure chat issue.

FNB consistently encourages the use of their FNB app in their automated responses. However, their app team has shown incompetence in addressing a simple secure chat issue, lacking communication regarding the problem and turnaround time.

Once these issues are resolved and I have secured a new bank to take over my home loan, I will be transferring all of my accounts and policies out of this *********** FNB bank.