Shocking Experience as a New FNB Private Wealth Client

I joined FNB Private Wealth in April 2025, and since day one, it’s been nothing but frustration.

No one explained the difference between account types to help me optimize for eBucks rewards. I was issued with an Islamic Private Wealth account, and my first card arrived non-functional. After contacting my banker and the call centre, I was told to go into the branch—only to be told there it could only be activated online or by the banker. After several days of back and forth, I found out on my own that the card was cancelled without any notice. A replacement was eventually sent.

Next came Internet banking issues. Both the Secure Chat agents and banking assistant were clueless about my actual problem. On top of that, I discovered my eBucks profile was deactivated after using the virtual card—apparently something my banker should have helped set up properly in the first place.

About a month ago, I requested a change to my account to maximise eBucks value, and was told someone would call to confirm details. No one has contacted me since.

I then requested a banker change three weeks ago through the Private Wealth contact centre. Multiple follow-ups later—still no response. Every call and Secure Chat ends in promises of escalation and call-backs that never happen.

The most disappointing part? Not even the FNB Private Wealth Manager, who was escalated to, has bothered to acknowledge or respond.

For a supposedly “premium” banking service, the experience has been disturbing, daunting and frankly pathetic. I’ve tried to remain patient, but enough is enough. As a first-time FNB client, this is completely unacceptable.