Lack of Feedback, Poor Customer Engagement, and Unacceptable Deflection Instead of Assistance

I am writing to formally express my dissatisfaction with First National Bank (FNB) regarding the complete lack of meaningful feedback and the evident lack of interest in resolving a legitimate customer query. My original complaint to FNB was very specific and well‑documented. I formally queried the bank charges app**** to my account over a 12‑month period. After carefully reviewing my statements, I established the following:

Bank charges excluding my standard monthly fee totalled R3,734.83 My monthly banking fee of R120 amounts to R1,440 per annum This brings my total charges paid to FNB to R5,224.83 over 12 months

My concern was not only the quantum of the charges but also the lack of transparency. My statements repeatedly reflect vague descriptions such as “Other Fees”, which provide no meaningful explanation of what services were rendered. As a customer, I am entitled to clear, understandable information about charges app**** to my account. To ensure FNB had all the necessary information, I took the time to go through 12 months’ worth of statements and submitted a detailed summary of my concerns. Despite this effort, FNB did not investigate the matter meaningfully. Instead, I received a generic, template‑driven response that did nothing to address the substance of my query. Most concerning is the following statement included in FNB’s response:

“If you do require an account closure, please ensure that your account remains on a net zero balance with no debit orders or pending transactions present and contact us via your Aspire Suite general enquiries line or secure chat platform.”

At no point did I request an account closure. Rather than assisting with my query or explaining the charges, FNB effectively redirected me towards closing my account. This comes across as dismissive and signals an apparent lack of interest in retaining me as a customer. This approach is deeply disappointing. It clearly indicates that FNB did not take the time to properly read or investigate my complaint, choosing instead to issue a standard response that avoids accountability or engagement. Such service is wholly unacceptable for a financial institution of this stature. Ironically, while I had no intention of changing banks initially, this response has now compelled me to seriously consider doing so. Customer complaints should be an opportunity to resolve issues and restore trust—not to push customers away. I am sharing this complaint publicly because private engagement with FNB has yielded no satisfactory outcome. I expect:

A proper investigation into the charges queried A clear, itemised explanation of the fees app**** Improved transparency and meaningful customer engagement

Until such time, this experience stands as a clear example of poor customer service and failure to address a legitimate concern.