So much for South Africa's so called "best" digital bank

<p>I just wanted express what ****-poor service I've been receiving from FNB of late I've been banking with them for many years now, I have a Cheque, Credit and Business Account with them. There's been some issues over the years, but nothing too serious; unfotunately nowadays their service has dropped to a new low.</p> <p> </p> <p>With a slogan "How can we help you?" One would expect a certain degree of friendly and helpful service, quite the contrary... Fristly their phone line is absolutely useless, having to resolve simple issues involves holding on forever and when you eventually reach someone you are transferred to another person and this goes on and on and on... I've spent so much airtime without issues being resolved that I've just given up on trying to contact them via the phone. One would think their e-mail correspondence might be a bit better, but sending e-mail and waiting for empty responses for over a week is just pathetic. In fact in addition to their info@ mailbox and department mailboxes, they've got an FNB care mailbox and a Super Service mail team as the original people are too **** to do their jobs in the first place. And can you believe the employees' telephone numbers on their signatures don't even go directly to them, it goes to the mail call service line where you have to hold and are unable to reach that person at all...</p> <p> </p> <p>What ultimately brought me to coming to speak out about FNB is an issue where I mailed FNB almost 2 months in advance to have a policy named "Law on Call" cancelled, they blatantly ignored this written cancellation and kept charging me for 2 months afterwards. After numerous complaint e-mails I received a call from a Faradiba Benjamin apologizing for the on-going charges and said that they'll be refunding the previous two months with immediate effect. I took the R130 in account for my monthly debit orders, just to find out a week later I had insufficient funds in my account (due to the R130 not being paid in yet) and was charged a R100 penalization fee. After informing FNB Super Service advisor Hurlene Carstens of this matter, she simply got Faradiba to refund me the outstanding policy fees of R130 and said there's nothing else she can do. So all in all I received R30 refund for all my trouble and FNB's mistakes...</p> <p> </p> <p>This is the second time I've been charged a R100 penalization fee, with previous one due to FNB making a mistake as I had suficcient funds at the time of the transaction. This R100 penalization fee is absolute bull**** as well... how on earth can a bank think that when someone is having some financial struggles it's a good idea to automatically deduct R100 from their account. Talk about kicking a man when he's down... I mean come on, do these people not have the faintest clue of how the South African market works and tailor their products to our economy?!</p> <p> </p> <p>Anyway, for anybody considering the move over to FNB, please spare yourself the trouble and rather go with someone like Captitec; where I'm intending to move myself in the near future as well.</p>