Service Complaint - *****, Branch and Personal Banking Suite

Dear FNB Complaints Team / Executive Complaints Team,

I am writing to lodge a formal complaint regarding the appalling service I have received from FNB over the past two weeks across multiple channels, including the branch, ***** Department, and Personal / Private Banking segment.

I have been a loyal FNB client for more than 30 years. The service I have received during this period has been deeply disappointing, stressful, inconsistent, and far below the standard I expect from FNB, especially as a long-standing client.

On Saturday, 23 May 2026, my FNB credit card profile was compromised. *****ulent transactions were processed, including Uber Eats transactions, despite the fact that I have not used my physical card for online purchases in approximately four months and have only used digital cards. I immediately contacted the ***** Department and logged a ***** case. On this occasion, the ***** team assisted by cancelling the compromised card and sending a link to my mobile app to request delivery of a new card. That initial service was acceptable.

I later received notification that my replacement card could be collected from the Cresta Branch. However, I had to wait nearly one hour in a service queue simply to collect a replacement card. This is unacceptable and highly inefficient. The alternative delivery option would have taken a further four days, which was not practical given the circumstances. I fail to understand how this can be considered acceptable service for a customer dealing with *****. The situation worsened on Saturday, 30 May 2026, when my FNB cheque card was also compromised. *****ulent transactions were attempted or processed, including another Uber Eats transaction and a UK Google purchase. I immediately contacted the ***** Department at approximately 15:00 to report the matter.

During this call, I was advised that the ***** Department could not order a replacement card for me and that I would have to contact my Private Banker. This was completely inconsistent with the service I had received only one week earlier, when the ***** Department was able to assist with card cancellation and replacement. Since my profile was upgraded, I have not been introduced to, contacted by, or made aware of who my Private Banker is. I therefore had no practical way of contacting this person directly.

I was then transferred to the Private Banking / Accounts Suite, only to receive an automated message stating that the service was unavailable and that I would need to call back on Monday. I called the ***** Department again and explained the issue. I was again told that the process had changed and that no replacement card could be issued by *****, and that I would need to wait until Monday because Private Banking was unavailable.

After a lengthy and frustrating discussion with the consultant, I requested to speak to a team leader or manager. The team leader then provided different and contradictory information to what the consultant had provided. This is unacceptable. FNB staff should not be giving customers conflicting information, especially in a *****-related matter where urgency, clarity, and consistency are critical.

I also queried why I should be liable for a replacement card fee when the card was compromised through ***** and through no fault of my own. I was advised that this was simply FNB’s process and that, due to the category of card issued, I would be liable for the charge. I strongly object to this. I refuse to accept liability for a card replacement fee arising from *****ulent activity where I was the victim. I would understand paying a fee if I had lost or damaged the card through my own actions, but that is not the case here. After more than two hours on the phone on Saturday, 30 May 2026, I eventually spoke to Karabo, who assisted by ordering a normal card and requesting that my Private Banker contact me and introduce themselves. While I appreciate Karabo’s assistance, it should not have required multiple calls, escalation, contradictions, and hours of frustration to receive basic support.

This entire experience left me exhausted and extremely disappointed. FNB failed to support a customer in distress, failed to provide consistent information, failed to make Private Banking assistance available when needed, and failed to provide the level of service for which I am being charged. To make matters worse, a banker contacted me this morning at approximately 09:30 while I was on a work call. I asked the banker to call me back within an hour, as my meeting would end at 10:00. It is now after 13:00, and I have still not received a call back. This is yet another example of poor follow-through and unacceptable service.

I need FNB to urgently address the following:

1. Confirm the status and reference numbers of all ***** cases logged. 2. Confirm that I will not be charged for replacement cards issued due to *****. 3. Reverse or waive any replacement card fees already charged in relation to these incidents. 4. Confirm who my Private Banker is and ensure that this person contacts me directly. At a convenient time for me and Keep to the decided time for the call. 5. Explain why I have not been introduced to my Private Banker since my profile was upgraded , as you also change private bankers regularly and do not update the client 6. Explain why the ***** Department and Private Banking teams gave me inconsistent information. 7. Review the service failures across *****, Branch, and Private Banking. 8. Confirm what compensation, fee reversal, or service fee adjustment FNB is prepared to offer, given the complete failure in service delivery. 9. Provide assurance that my banking profile is secure and that appropriate ***** prevention measures have been app****.

I am also requesting that FNB reviews the service fees charged on my profile. Based on this experience, I do not believe I have received the level of service that these fees are meant to cover. A premium or private banking service should provide accessible, reliable, and competent support, particularly in urgent *****-related circumstances. That has not happened.

I expect this complaint to be escalated to the appropriate senior complaints and executive team for urgent review. I also request a written response within a reasonable timeframe, confirming what action FNB will take to resolve this matter.

I have been a loyal client for over three decades, but this experience has seriously damaged my confidence in FNB. Should this matter not be resolved properly and urgently, I will consider moving my full banking relationship to another banking institution.

I look forward to your urgent response.