Inconsistent Advice, Poor Service and Incorrect Account Information

I am writing to formally lodge a complaint regarding the inconsistent information and poor service I have received from different FNB channels and consultants.

I have been an FNB client for some time and have trusted the bank with my money, savings and financial affairs. However, my recent experiences have left me extremely frustrated and disappointed. Instead of having my issues resolved, I am being sent from one channel to another and receiving completely different answers from FNB employees.

There are currently several issues:

1. Stokvel account application

I have been trying to open a stokvel account online. I attempted the process approximately five times, but each time I received an error message stating that the request could not be processed.

I then went to the FNB Mall of the South branch for assistance. The consultant advised me that I must return to the branch with all the signatories in order to open the account.

I need clarity as to why the online process repeatedly failed and why the process was not clearly explained to me from the beginning.

2. Easy Zero account / eWallet

I also wanted to close my Easy Zero account because it was serving no purpose to me instead im paying fees but when i get eWallet i must go withdraw from atm.The same consultant at Mall of the South advised me to send a message through InContact, which I did.

I was subsequently assisted by a consultant named Mimi, who advised me that only the branch can open and close eWallet accounts.

This is confusing because, at the Mall of the South branch, I was told that the product is now called eWallet Extra Plus, and the consultant actually assisted me to open it through the FNB App.

I therefore have two different FNB representatives giving me conflicting information about the same products and processes.

3. My banking profile – Private Client to Aspire

I also received a call from a person named Wikus, who introduced himself as being from FNB Private Bank and told me that he was upgrading me.

However, when I checked my FNB App, it appears that my profile has actually moved from Private Client to Aspire, which I understand to be a lower rather than higher segment.

This is particularly concerning because I was told that I was being upgraded, yet what I see on my profile appears to indicate the opposite.

I need FNB to explain clearly:

- Why my banking profile changed from Private Client to Aspire. - Whether this was an upgrade, downgrade or administrative change. - Why I was told that I was being upgraded when the information displayed on my App appears to show otherwise. - Who authorised the change. - What the implications are for my banking benefits, fees, service levels and access to Private Client services. - Whether Wikus was in fact acting on behalf of FNB Private Bank and what exactly he meant by the proposed "upgrade."

I am extremely disappointed that as a customer I have to spend so much time trying to establish which information provided by FNB employees is actually correct.

I am not asking for special treatment. I am asking for consistent, accurate information and proper ownership of customer queries.

Please have a senior manager or appropriate complaints-resolution representative take ownership of this matter and provide me with one consolidated written response addressing all three issues.

I would also appreciate confirmation of my complaint reference number and the expected timeframe for resolution.

I trust FNB will take this complaint seriously. Customers should not have to go from pillar to post simply to get basic banking matters resolved.

I look forward to a proper response and resolution.

Kind regards,

Puseletso Motsepe