Ongoing Failure to Resolve Virtual Card Issue – 3 Months of Zero Accountability

At this point, I’m not sure whether FNB’s Online Banking Enterprise platform is simply broken, or whether the real issue is the complete lack of accountability across every support channel. What I am sure of is that I’ve spent three months trying to resolve a basic problem—creating a virtual card—and FNB has turned this into a masterclass in how to avoid helping a customer.

Your branch staff refuse to assist because “it’s not in their control.” Your social media team responded, only to hand me over to Alexia Perreira, who contributed nothing except repeatedly asking for the same screenshots as if that would magically fix the issue. Your administrator amendment mailbox has ignored a full week of emails requesting the deletion of my duplicate account. Not a single meaningful response. Not a single step forward.

Instead, what I’ve experienced is buck‑passing, ticket‑closing, and a blatant attempt to protect internal SLA metrics rather than actually resolving the problem. It’s astonishing that a bank of FNB’s size can allow such a dysfunctional support chain to exist.

The service has been, without exaggeration, pathetic. Not slow. Not delayed. Pathetic.