No Banker Allocated, and Service Frustration

I am writing as a long-standing FNB customer and former employee, having resigned after over a decade of service. My wife is still employed at FNB, also with more than ten years of service. Given our shared history with the bank, I expected a seamless and professional experience—unfortunately, that has not been the case.

After several financially challenging years due to the high costs of caring for our special needs child, we are finally in a more stable position and eager to plan our financial future with intention and structure.

I recently visited an FNB branch to update my account and access key services, including financial planning and will drafting. A consultant assisted me with registering for cellphone banking and adjusting a scheduled payment. However, I later discovered that the changes implemented did not reflect what I had actually requested, resulting in unnecessary and confusing modifications to my account. I had believed I held a Premier account but was told I needed to manage upgrades online and that I could only be moved to Wealth—an unresolved and confusing matter.

Assuming the spousal staff benefits and appropriate fee structures were now in place, I proceeded to upgrade my account to Private Clients with the goal of accessing services such as a dedicated banker and financial advisor—both critical for our future planning needs.

To my disappointment, I was then told I do not qualify for a banker.

In a separate attempt to speak with a financial advisor, I was transferred multiple times—from Collections to various departments—before ending up in a live chat that went unanswered for nearly two hours. I eventually disconnected out of frustration.

More recently, the timing of follow-up calls has added to my dissatisfaction. I clearly communicated preferred times for contact and even adjusted my schedule to accommodate them. Despite this, I received no calls at the agreed-upon times—and, in several instances, no calls at all.

Let me be clear: I do not mind the fees associated with my account or these services, provided I receive the value promised, especially access to a dedicated banker and financial advisor. My financial status is set to change significantly in the coming months, and this step is critical for my long-term financial well-being.

It is deeply disappointing that FNB—an institution I’ve supported and served—is seemingly unwilling to assist simply because I am planning ahead. Instead of being empowered to make sound financial decisions, I feel like I’m being penalised for being proactive.

In my most recent interaction, I became so frustrated that I actually requested my account be downgraded to an Aspire account and that all fees be reversed. This was a decision made in a moment of deep disappointment—not because that’s what I truly wanted, but because I felt completely unsupported and unheard.

I sincerely hope this matter will now be reviewed with the seriousness it deserves and that meaningful action will follow.