Ongoing Merchant Service Failures and Withheld Funds – FNB

We are lodging a formal complaint regarding persistent failures with FNB Merchant Services.

From inception, we have experienced ongoing issues, including card machines failing to close batches correctly, funds not being credited to our business account, and no access to daily merchant reports despite repeated requests.

After several complaints, FNB contacted us and adjusted settings on the card machines, assuring us that the issues were resolved. These assurances proved incorrect. Funds are still not being banked, batches are clearing earlier than agreed, and we recently discovered that merchant reports are being sent to an incorrect email address.

In addition to these technical failures, there has been a clear breakdown in client service. Requests for a dedicated banker or meaningful support have not been met, and there is a lack of accountability and follow-up.

This has caused ongoing cash-flow disruption and operational risk to our business. We are now considering moving our banking elsewhere.

Outcome expected:

Immediate resolution of merchant settlement and batch issues

Payment of all outstanding funds

Correct access to daily merchant reports

Engagement from a senior FNB representative who takes ownership

FNB’s service levels are currently not meeting basic business banking standards.