Repeated Incorrect Information and Shockingly Poor Service for FNB Account Setup

Item: FNB (First National Bank)
Rating: 1
Author: Maryke F

I am beyond frustrated with the shocking level of service I have received from FNB.

After multiple emails, documents, and requests to correct my account information, the details have once again been submitted incorrectly. This entire process, simply trying to open and correct an account has been like pulling teeth. It should not take this many attempts to get something so basic right.

The experience has been nothing short of disappointing. Each time I have to re-explain the same issue, it seems as though no one at FNB is actually reading or understanding what has been communicated. As someone who is in a service-oriented role myself as a business owner , I am absolutely stunned by the lack of attention to detail and accountability shown here.

I want to speak directly to a banker who can take ownership of this issue and get it fixed properly, once and for all. I expect the account to be corrected in line with the information I have already provided, without yet another round of errors and delays.

The only reason I am still with FNB is because of its integration with PayPal, which is essential for our international clients. If it weren’t for that, I would have moved my business long ago, as this level of service is completely unacceptable.

This entire experience has been frustrating, time-consuming, and far below any reasonable standard of customer service. I want this escalated and resolved immediately.

Request: Immediate correction of all account information as per the documentation provided.

Direct communication with a banker who will personally take responsibility for resolving this matter.

Confirmation once the issue is fully and correctly resolved.

Catalyst Innovation ***

Helpful (0)

Replies (1)

Maryke F's updateReviewer Update

16 Oct 2025, 09:30

I am absolutely appalled by FNB’s response to my previous complaint (***).

After weeks of back-and-forth emails, repeated errors, and unacceptable service standards, I have now been told to wait five business days with a weekend in between before my issue will even be addressed. This is beyond unreasonable and completely unacceptable.

It should not take nearly a week for anyone to respond to a long-standing and ongoing issue that has already been mishandled multiple times. The delays, lack of accountability, and dismissive timelines are a disgrace for a bank of FNB’s supposed calibre.

I am not asking for something extraordinary — I am asking for competent service, timely communication, and resolution of a problem that should have been corrected long ago.

This level of inefficiency and disregard for customers’ time is disgusting. It clearly shows that complaints are not being taken seriously, and that there is no urgency or ownership from the service department.

Requested Action:

Immediate escalation of this complaint to a senior manager or complaints resolution head.
A call from a competent banker who can take full ownership of this issue and resolve it without further delay.
A formal apology for the poor handling, repeated errors, and unacceptable waiting period communicated to me.

This is now an escalation of my previous complaint, and I expect an immediate response, not in five days.

Maryke F's update16 Oct 2025, 09:30

Reviewer Update

I am absolutely appalled by FNB’s response to my previous complaint (***).

I am not asking for something extraordinary — I am asking for competent service, timely communication, and resolution of a problem that should have been corrected long ago.

Requested Action:

Immediate escalation of this complaint to a senior manager or complaints resolution head.
A call from a competent banker who can take full ownership of this issue and resolve it without further delay.
A formal apology for the poor handling, repeated errors, and unacceptable waiting period communicated to me.

This is now an escalation of my previous complaint, and I expect an immediate response, not in five days.