Service that completely contradicts the grand promise 'We want to help' - three months and counting just trying to open a simple credit card account at FNB

<p>I feel extremely disappointed by FNB's process that they have subjected me to, just trying to open a credit card account. Perhaps it has only been my experience - someone else can comment on theirs - but whichever way, I feel that this is completely unacceptable, and especially from an institute that advertises saying 'how can we help you' and 'we want to help' and many other grand promises.</p> <p> </p> <p>On 18 February 2017, I went to the FNB Woodmead branch and completed my application for a credit card. As I already had a gold cheque account and a 'pocket saver' account, I went there with all confidence and thought it would be a quick and simple process to apply for the credit card. I never got feedback from FNB with regards to the progress of my application. After about 2 weeks, I called the Credit Card Application department, only to be told that there were documents outstanding from my application as I am a foreign national using a permanent residence permit. I went back to the Woodmead branch and gave them what documentation they needed. The consultant assured me that everything was now in order and that I had now furnished all required documents. She promised me that I would get a call within a few days from the Credit Card Department. Again I didn't get any feedback from FNB and no call came my way from them. When I called the FNB call centre a couple of weeks later, I was told again that there were documents outstanding.</p> <p> </p> <p>I then engaged the assistance of a supervisor at the FNB Woodmead branch, and she emailed me the documents that I needed to fill in. I promptly filled them in and emailed them back to her. A couple of weeks later, during which time I did not get any feedback, I followed up with the same supervisor via email. She followed up with a consultant at the Credit Card department, and they explained to me that the electronic document that I had completed and submitted would not be accepted by FNB; they need the original physical copy couriered to FNB (this is about two weeks after I had submitted the documents, and only after I had followed up!). After a bit of back and forth in emails, it was suggested by the FNB Credit Card department consultant on 3 April 2017 that I complete a physical copy of the form and drop it at the FNB Woodmead branch to expedite the process. This I duly did and left the physical copy of the form on 5 April with the FNB Woodmead branch manager to pass on to the supervisor that I had been dealing with, as the supervisor was not in office at the time. From within the branch, I actually called the supervisor and she asked me to give the form to the Branch Manager.</p> <p> </p> <p>I never heard anything from FNB again until I followed up via email to the Credit Card department consultant that I had been communicating with. I sent this email followup on 24 April and copied it to the supervisor at the Woodmead branch. The Credit Card consultant called me on my mobile phone a few minutes later and told me that he would follow up and get back to me as he did not have any information about the progress of my application. He also asked me if I had submitted the physical copies to the Branch as discussed. This was a bit surprising to me because I had submitted the physical copies on 5 April, and yet on 24 April he was not aware of them having been submitted.</p> <p> </p> <p>The Credit Card consultant did not call me back. So on 26 April, I sent another email to him, copied to the supervisor at the Woodmead branch, asking for any update. Up until today, 05 May 2017, I am still waiting for a response from either of them. </p> <p> </p> <p>This morning I called the Credit Card applications call centre, and the agent told me that, according to the last update on my query, which update was logged on 3 March (that's right - over two months ago!), I still have outstanding documents which I need to furnish.</p> <p> </p> <p>Can anyone at FNB help me to understand FNB's process, requirements, and turnaround time, when applying for a credit card? Is this not really meant to be just a simple thing? I have app**** for credit services previously with other Financial Service Providers - a few examples being Wesbank, Truworths, Edgars, Senex Furniture, Telkom, Telkom Mobile - and others, yet never have I had to wait for 3 months! And to think that I do not even know if FNB will accept my application! It made sense for me to apply with FNB because I had moved my bank accounts to FNB and even opened a business account. But I regret the move and application. I wish I knew FNB's processes in advance, but I suppose these are not the things that they splash on their adverts, are they? </p>