Monthly Forex Payment Block and No Accessibility Support for Hearing Loss

Every single month, I receive royalty payments from Amazon in foreign currency (USD and CAD)—and every single month, FNB blocks them due to the same unresolved postal code error.

Despite being reported multiple times, the issue is still not fixed. It’s now become routine for me to call and ask for my own money to be released. That alone is frustrating enough—but it’s made worse by the fact that I have hearing loss.

I use my hearing aids, equipped with speech clarity and volume enhancement, but even with those, I struggle to hear the call centre menu options and often can’t understand the consultant clearly. These are my tools—not provided or supported by FNB. And yet I’m forced to rely on a phone system that is not accessible and leaves no real alternatives.

Last month, I was bounced between FNB Forex and the Service Suite, with no one taking ownership. Today, I had to go through it again. Same issue. Same exhaustion.

To make matters worse, there is no functional written communication option. I attempted to use Secure Chat, only to be blocked by a failed browser verification—again, no workaround, no help, no alternative.

This is not just an inconvenience. It’s an accessibility failure. And it’s unacceptable that a large financial institution continues to ignore this.

I’m asking FNB to:

Fix the recurring postal code error permanently

Provide a clear, accessible, written method for resolving forex blocks—without requiring a phone call every time

Client: Susan van der Walt