Not so Private Client

I'm very disappointed with FNB’s handling of my recent card replacement. After my bank card was ******, FNB issued a new one and charged me R160. However, when I contacted my private banker, she confirmed that private clients are not supposed to be charged for card replacements during the valid term of the card. Despite receiving a reference number, I had to follow up myself, only to be told that I would still be liable for the cost.

As a private client paying R480 per month in banking fees, I expect better service and clearer policies. This experience has left me questioning the value of my private banking package, as I received no meaningful support or resolution.

Requested Resolution: I would like FNB to honor their commitment to private clients by reversing this R160 charge.