If I could give no stars to FNB - I would!

I am writing as a small business owner and someone who has personally been banking with FNB for many many years. I would like to express my profound disappointment and frustration with the abysmal customer service and lack of assistance provided by FNB Bank over the past six months. As a loyal customer for over six years - my experience with the bank from a business capacity has deteriorated the last 12 months to an extent that I am compelled to lodge this formal complaint and leave the bank as a business and personal customer.

Since January 2023, I have been struggling to access funds paid to me by a student (an amount of R39 750), due to the student paying it into an account that was closed prior. By default, we have been told by both the student's bank (Standard Bank) and FNB that the money should have been reversed automatically due to the account being closed and inactive. However, this was not the case and the student never received the money back - and both Standard Bank and my bank (FNB) don't know where the money is? From my side with FNB as a personal and business customer, I have tried contacting my private and business banker on this matter. However, despite numerous attempts to seek help from FNB Bank, we have encountered nothing but negligence and indifference from their side.

Our business banker has seemingly dissapeared off the face of this earth. Multiple emails have been sent seeking assistance, but to no avail. The lack of any response has left us feeling abandoned and forgotten by a bank we once trusted. We are frustrated and extremely annoyed by the lack of support we have received not only from the customer services who has been completely incompetant, but also from our appointed business banker who has not been helfful at all.

In addition to the unresponsive communication channels, attempting to reach someone via phone has been an exercise in futility. Endless waiting times, unanswered calls, and being bounced from department to department have only exacerbated our distressing situation. We are fed up and don't know what to do anymore.

This level of incompetence and disinterest in resolving our issue is unacceptable, particularly given our long-standing commitment as loyal customers. We feel let down and betrayed by a bank that should prioritize the well-being of its clients. We have therefore resorted into contacting the ombudsman on the matter if not resolved as this cannot continue anymore and we have no choice but to start seeking new business ventures with another more reputable bank.

As a business, accessing these funds are crucial to aid to our day-to-day operations, and the inability to access them has put us under immense strain and jeopardized. Not to mention the stress it has caused for the student and her parents. We have exhausted all avenues in seeking assistance from FNB Bank, and yet, they have failed us consistently.

We urgently require the release of our funds and a resolution to many other ongoing issues we have faced with FNB Bank's deplorable customer service. Including our business internet banking being faulty and problematic - another issues we've tried resolving for the last 2 years. HOW DOES A BANK OPERATE LIKE THIS?

We believe that it is not too much to ask for a prompt and meaningful response to our predicament, along with concrete steps to rectify the situation. Failing to act on this matter will only reinforce the notion that customer loyalty holds no value to FNB Bank.

Sincerely, Nicholas Barnard