Poor Service and Unreliable Automated System

Good Afternoon,

I am seriously disgruntled and disgusted with how FNB has been handling me since coming back for my second house sale.

I have been calling in in this week ,desperately needing assistance with with withdrawing funds on my Flex Account.

I went to the bank on Monday for assistance , Blue Route Mall FNB Branch in Cape Town,never got any assistance as I was referred to contacting the department I want on my own.

I came back to my office and started making calls from Tuesday in finding out how do I withdraw funds on my Flexi account. The consultant I received Ms Manketsi Makgalemele attempted to assist me, with all support,she asked if i do not have an online banking because the registration process fails and gives me the following error codes :

Some Errors have occurred ... (E-8170) account validation failed (E-4008) You do not have permission to access this account.

Ms Manketsi Makgalemele suggested I contact online banking department department in which I did and they were puzzled with that and during our call I got cut off and I called again back to Makgalemele who advised I must fill up a withdrawal form to avoid the online challenge in the meantime.

I filled up the forms she sent me and I attached the documents she requested that I fill up and sent them . The above subject reference number was sent to me.

I call today to find out the progress and to get clarity on the reply that I made a flex account application then Ms Thozama Nyanga tells me that that is a wrong process as it was a flexi account application process and I must just go back to the online process which completely refuses to register me.

Ms Makgalemele started avoiding me with Ms Nyanga getting irritated by my frustration. I indicated to her early in the call that I am irritated already because I need the money urgently and days have passed without any assistance from anyone at FNB.

I continued seeking for help which Ms Nyanga advised there is no other option except to do an online withdrawal or contact FNB online banking department. I did so and I got Ms Nompilo Langa who was very accommodating and willing to assist. She kept me on the line inquiring with technical team and she came back saying that the online home loans banking registration has a technical problem and I will not be able to use it, she said however she spoke with the home loans department and the manager there agreed that I can withdraw the funds .

She kept me online for a long time but indicated that she is struggling to get through to Home Loans again as she wanted to inquire about the process and follow up on the documents that I sent through in the week.

I am happy that she is assisting but now my biggest problem is that I needed the money to top-up my bond account which deducts tomorrow the 31 Jan 2020,this means now my bond account does not have enough due to this inconvenience and this I sighted in the beginning of my process that I need my money urgently.

Please tell me now , how do I get this resolved and the financial inconvenience that this situation caused me. I cannot afford to have a bad credit profile because of FNB's incompetency.

I will wait for the reply before escalating this matter further, to Ombudsman and the Media , this is not a threat but a serious promise. I have big social media following,that I can use as well.

Please take note that my tomorrow's debit order with find insufficient finds because of this inconvenience

I have heard enough of your Bank's disappointments for the second .