Review of FNB – Disappointing Service at The Glen Branch / Call Centre staff

Review of FNB – Disappointing Service at The Glen Branch I visited the FNB branch at The Glen on the 2nd of January 2025 to sort out my bank account and order a new card. The consultant assured me that FNB’s Secure Chat feature works well for confirming delivery addresses, so I used it to provide my workplace address for the card delivery. However, on the 6th of January, I received a message stating that my card was delivered to the branch instead of my workplace as requested. Since I could not collect it from the branch, I had to cancel the card and order a new one on the 10th of January. The second time around, I was told to call on Monday, the 13th, to check the status of the card. When I called, I was informed that the card was once again set to be delivered to the branch, despite my clear instructions for delivery to my workplace. This repeated failure to follow simple delivery instructions has left me extremely frustrated. I have been without a card since the 2nd of January, and FNB continues to charge my account for card replacements, even though the errors are on their side. I have been a loyal FNB customer since 2009, but this experience has made me seriously consider closing my account and moving to another bank. It is disappointing that a bank of FNB’s stature cannot handle something as basic as following delivery instructions. I hope FNB takes this feedback seriously and improves its processes to avoid such frustrating experiences for other customers.