ifelong FNB Private Banking client leaving - weeks ignored, wrong name, same letter three times

I have banked with FNB my entire life. I recently submitted a formal request to negotiate a settlement across two accounts, with a lump sum. What followed was weeks of no substantive response.

On three separate occasions, each time after I followed up or escalated, I received the exact same standard settlement letter. Not once did any response engage with what I had actually asked.

What makes this worse is that every single one of those three letters had my name spelt incorrectly. Three letters. Three chances to get it right. Not once.

For a Private Banking client who has been with FNB since childhood, this is not a small thing. It tells me that not one person who handled my query took the time to read my details, let alone my actual request.

I eventually received an answer, only after escalating multiple times, that FNB cannot negotiate settlements unless an account is in arrears. A policy I can accept. The weeks of silence, the copy-paste responses, and the repeated misspelling of my name on a Private Banking account: I cannot.

I will be moving my banking to another institution.