I would rather deal with COJ and Home affairs these days then with FNB!

Wish we could give minus star reviews as this would be appropriate to this post! My last few interactions with FNB and having to navigate their Bot call direction service is impossible. Not to mention the Secure chat function, absolutely useless!

So, to sum up FNB's latest F'UP! I took out 2 savings accounts for my children back in 2017. I provided all the documentation at the time that was required with in the timeline provided on the follow up mails, I began contributing to these accounts on a monthly basis and we moved on with our lives.

Fast forward more than 5 years later and I get a SMS telling me one of these accounts will be moved to a 32-day call account. I didn't request this nor is this the account type I app**** for so naturally I queried this with FNB via the secure chat function (mistake #1 as this is the most useless communication channel). The agent I am connected with eventually tells me after a long discussion with them that it is because they don't have proof of my child's ID documents for the account. I asked to have this escalated and investigated and was told that this would be taken up with the appropriate department and that was the last I heard. no feedback, no emails, no reference numbers to follow up on and no guidance to what to do to solve this.

While compiling my tax return I requested for the Tax certificates for these accounts and was told there is no Tax certificate for my daughters account as this has been converted to a 32-day account. How does this happen when there is an "Open" query that is not resolved?

Yesterday I phoned through to FNB to get this resolved. The agent I get through to tells me he can't assist but will have someone contact me. I then get a call from a private client banker. (I am not on the Private Banking Tier). Long conversation re-explaining all the above with additional info and he says he will go and see what he can do only to call me back an hour later to give me my options which are:

1. I can upgrade to private client account and he can continue to assist me (Really.. an upsell?) 2. I can go into a branch and apply for a new account for my daughter and the request to transfer the money over and wait the 32 days for the money to be moved across.

This is where I lost my temper! Really, Now I see why I was contacted by the private banker... FNB is not interested in resolving my issue but rather UP SELL me to a more expensive service that I don't need so they can make their sales targets! FNB must think their customers are idiots!

So, to sum it up again: I follow all FNB's processes but because after 5 years FNB lost the documents I provided I must now go and fix FNB's F'UP. They take no responsibility for their own incompetence and are not prepared to right their wrongs! Just leave your clients to have to fix FNB's mistakes... Where is the communication? Where is the ownership? Where is the service, Customer Care and all these other wonderful things we are promised?

A reminder to FNB... I am the Client! It is my money! Not yours! I worked for it! Not you! This was my daughter's account! I did NOT authorize the change to 32-day account! I contacted FNB to resolve the issue in the timelines stipulated. FNB ignored my requests and could not be bothered to provide feedback and continued regardless! How do you lose documentation suddenly after 5 years. If I didn't send you the FICA docs in 2017, how is it that the account was not moved back then?

So many questions but FNB has no answers!

In ending off, I do NOT believe FNB is capable of living up to their moto anymore! I do NOT believe that FNB is interested in fixing their mistake! I doubt I will receive any constructive feedback on this post! Prospective FNB clients, beware! If they can do this to a client who has been with them for more than 30 years, how will they take care of you?