Poor Premier Service

If you’d like to consider FNB’s Premier offering, I’d like to pain a picture paint a picture for you.

After over 14 years with the bank you decide to move over all your banking services to an another bank due to the declining service quality of your current bank. You go through the effort of moving over all your Debit orders and Subscriptions. On the 17th of November you request for your banking package to be downgraded as you are no longer making use of the account. They respond saying a case has been logged and that you’ll receive a response within 5-7 business days. You don’t get a response but when you check your banking app it says your account is now an easy account so one assumes they actioned the case and forgot to send a response like they normally do right? Wrong.

Your account gets debited with a massive bank fee charge in December. You didn’t notice because you don’t use the account.

In 2026, on a Saturday you realise what happened. At 14:40 you start a chat on their Secure chat with a “Premier Service” Agent. 4 agents later namely Karin, Nonthuthuzelo, Mmabatho and Nompumelo all you have been told is that the ticket was closed by their admin department. Each agent leaves you with half a response before you get redirected to the next one. Eventually after being redirected multiples times over the last 40 minutes, an agent ignores your questions, tells you she logged a new ticket and ends the conversation without asking if you have anything else you’d like to enquire about. Standard customer service.

I know they entice you with Ebucks promises but what use is a few reward points when the people who are supposed to help you are not helpful and are rude.

Whether you still think FNB’s Premier offering is for you, I’ll leave that up to you.