Loyal Client Let Down – No Support When It Mattered

On 23 June I made a mistake on the FNB app. I meant to repay R1000 towards my overdraft balance but accidentally reduced my overdraft limit to R1000. I picked up the error immediately and contacted FNB via phone and SecureChat that same day to request that the original limit be reinstated before my salary came in on 25 June.

Today is 25 June. My salary has gone straight into settling the overdraft just as I warned. I am now unable to meet multiple debit order obligations including my FNB home loan and FNB personal loan.

Despite acting quickly I received no real support. I was told my request is within turnaround time with no escalation no urgency and no alternatives offered. I asked if my debit orders could be moved to avoid penalties and was met with vague scripted responses and no help.

FNB does not treat clients as individuals. There is no flexibility no accountability and no effort to understand the real impact this has. Just standard processes and cold replies while clients face financial damage.

I have been a loyal client for years and have always trusted this bank. But this experience has been atrocious. For the first time I am seriously considering moving my accounts elsewhere.

Yes the mistake was mine but I acted immediately. The app should allow limit changes but there should also be a way to reverse errors quickly especially when they affect debit orders and credit records.