Overdraft Application Woes with FNB Premier Banking

Getting an overdraft with FNB was by far the worst experience I have ever had with the bank.

I have Premier Banking, with the team of bankers and the whole entourage. However, that would seem to be the biggest pitfall surrounding customer care for Premier Bankers.

I app**** for an overdraft through online banking. Followed up the overdraft with the "team of bankers" who instructed me to send my application through to them, which I did. I was further instructed that I had sent through the wrong application, and that a second one would be sent to me. I comp**** and simply signed the second application and sent it back to FNB, only to be told that there is a discrepancy with the agreement (or something of that nature) and that I would need to send them my ID. The next morning, I receive another email from FNB attaching yet another application (This time, however, the application which was supposed to be attached wasn't attached at all!) This sent me over the edge as all this time, I had to endure the painful process of being kept on hold, calling one representative after another. I also think the fact that you're allocated a new representative each time you call really makes matters worse as you're constantly having to explain yourself from beginning to end with each person you speak to.

It was only after I lost my cool with one representative (this was after being inundated with emails insisting that I send another signed agreement through, and calling the FNB Premier line on numerous occasions but to no avail) that I finally got confirmation that the overdraft facility has in fact been activated to my account.

For something as simple as an overdraft application, which should have been settled within a matter of days, ended up taking me just under two weeks. This consisted of me sending FNB email upon email, using my own minutes/airtime to inquire about my application, and dealing with FNB representatives who insisted that by doing their job, they are in fact doing me a favour.

I sincerely hope that FNB does better to train their representatives on customer care and better deal with customers who have problems which in fact need to be escalated to someone in a supervising capacity for a more tailored and personal approach to assistance. The team of bankers let me down and I am extremely disappointed with the standard and efficiency of service provided. I don't deem it proper practice to tell a client that you are extending a courtesy to them by following up on a problem of this nature, when it is in fact your job.

There was however a caveat to my overdraft facility i.e. that it would only be fully activated once my salary gets paid into my account. So here's hoping that it actually does get activated and I won't have to endure the terrible "hold music" they've been subjecting me to. We'll have to wait and see.