lame

1 star, and only because zero is not an option

FNB, this is genuinely one of the most *********** customer experiences I have had with a South African bank, and that is a competitive field.

I am trying to access a securities-based loan. A product FNB actively markets. A product where I am offering you my own assets as collateral and asking you to please, kindly, take my business. Here is how that has gone:

In-app chat: Waited an hour and a half. No response. Whoever is supposedly staffing that channel is either fictional or asleep.

Phone consultant: Told me to use the FNB app. The app does not let me enter my company details. It is broken.

Manual application: Submitted one because nothing digital works. Was then told by a consultant that FNB does not accept manual applications and I must use the website or app.

Website: Also broken. Same product, same dead end, different URL.

Phone number on the consultant's own email signature: Does not work. The number your own staff put in writing, in an official FNB email, is not a functioning line. Think about that for a second.

So to summarise: the chat is unstaffed, the app is broken, the website is broken, manual applications are refused, and the phone numbers of your consultants don't work. There is literally no functioning channel through which a willing, qualified customer can give FNB money in exchange for a product FNB advertises. That is not a service failure. That is a business that has stopped existing in any practical sense and just forgotten to tell anyone.

I would love to know what the internal definition of "How can we help you?" is over there, because from out here it looks a lot like "How can we ignore you across as many platforms as possible?"