Numerous Issues

Good Day

Since I sent an email and received a case number and had no reply in 48 hours, maybe someone will get back to me on here.

Herewith my experience with FNB upon opening a new account:

Opening an account online:

Useless service that was not working, no error to explain and would not continue further than completing my personal details. I decided to go to the branch to open an account.

Spousal account:

As per my understanding this was a new product introduced from FNB. I hereby inform you that this was a complete waste of time. According to the consultant I was the first customer to have opened the spousal account and I honestly hope that no other customer will waste their time. There were some technical issues on the day that we were at the branch, this is understandable and we, my husband and I, were patient. After almost three working days it was still not activated, and I was still not able to view his account on my FNB banking app nor on the online banking. I followed up on the status of this pending spousal account via email and received a call from the consultant that assisted us with opening of my account. She informed me that my husband will receive a sms with the instruction the approve the appointee details. In fact, this was sent via his FNB app and not a sms. Today on 25 August 2019 at 08:00 am I was still unable to access his account. I was not informed of an activation waiting period when I received the phone call from the consultant.

My question is, can this now be done or not? I have lost all patience two days ago already and would appreciate an honest answer.

Debit Card Collection:

I received a call from the courier company and since I am not at the office regularly I have requested my debit card to be delivered at the branch where I have opened my account, for collection as I would most likely have to go to the branch to get some clarity on the status of my spousal account anyway. I received an sms that I need to provide my ID, that is understandable, and also proof of residence. Why do I need to provide proof of residence? Does this apply to customers that have their cards delivered too? Where is the consistency?

Credit Card Application:

I have app**** from my credit card at the branch and according to my knowledge it was sorted, and I was awaiting my card. I have received an email on 24 July 2019 that I was required to accept my FNB credit card quotation.

I followed the instructions as per the email that I received, and I was unable to retrieve my OPT pin that was to be sent to my cellphone number to complete the request. I contacted the number as per the email I received and I was informed that there is a technical error with the OPT pin and I was told I will be transferred to the technical department to update my details to be able to receive my OPT pin on email, and the consultant transferred me back to the starting menu. I decided to wait 24 hours, 24 hours has come and gone and the OPT pin is still unable to be sent through to my cellphone. Why does the FNB internet banking allow me to provide my ID number and reference number is the service is clearly not working? Why is there no error on the site? Should your customers just wait for nothing to happen?

FNB debit order switching:

On the same glorious day that was 24 July I received an email on my outdated email address in my ****en surname for FNB to do my debit order switching. I never requested this, and also why was my outdated details used? Not even my salary date on the form was correct!!

My conclusion as to the above is that FNB seems to be one global technical nightmare. Is this the norm that I can expect? Why would a banking institution encourage their customers not to go to their branches if they must spend half their day on the phone to a call center? Not one of my above issues can be addressed on the FNB App.

I have not even had my account with FNB for a week, and I am already contemplating closing the account.

NEW issue TODAY, can't link a smart device to change my pin. I was told that I have to use R300 to be able to link my device according to your call center and then wait up to 7 days to be able to link a device. Is this really an award winning app?

Also TODAY the spousal account is also not activated yet.

Would someone PLEASE provide me with a feedback!!