Jacques Celliers CEO First National Bank

Jacques Celliers CEO First National Bank Johannesburg

Dear Mr Celliers

For the last few months, I have been bounced between various FNB departments while they all spectacularly fail to solve an elementary issue with my long-standing current account. FNB peremptorily froze the account, apparently as my FICA documents were out of date. I had not been advised either that the documents need refreshing or that the account is in limbo. I supp**** the updated documents and was advised by phone that the account has been re-opened. When I tried to log in, however, I was informed that one final verification step is necessary. I should simply pop into my local branch with my card and all will be sweetness and light. As I live in Portugal, popping in to my local branch requires a round trip of about17,000 km. Also, I haven’t had or needed a card for around 10 years. Last week, after another flurry of senseless emails from various complaints departments, I finally lost the will to pursue this further and asked for the forms required to close the account. Today I received an email suggesting I simply transfer the funds elsewhere and instruct the bank to close the account. It had obviously not occurred to the sender that my account has still not been activated so I can’t do anything with the funds. This is a classic example of a failure in joined-up thinking. I desperately need to speak to someone who can understand that I cannot receive or remove any funds while the account remains closed. Please help me bring to an end to this insufferable doom loop of incompetence.

Have a good day.

C J Marrington Ericeira Portugal