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Oluyinka O

1 reviews | Active since Jan 2024

19 Jan 2024, 12:42

Tax info - Frozen account

My account was frozen due to outstanding tax information according to FNB. There was no prior email or phone call; only a prompt on my banking app for which I uploaded my tax number and I received a confirmation that everything was okay. I only realised this after I wasn't able to make card payments in the evening (quite embarrassing). I had a chat with a staff member on my banking app and I was provided with an email address and a phone number (which was later found to be incorrect). I sent an email to the provided email address for which I received a response with a form to complete. I returned the completed form and there's no further response as the account is still restricted for transfers. I've been on several calls on the number *** for over 60 minutes ad there's no response with the annoying music playing in the background. It's quite tragic that a financial institution can operate with this level of negligence with people's funds and inconsistency. Unfortunately I've been with FNB for over a decade and this level of service delivery is just unacceptably alarming.

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Oluyinka O's update22 Jan 2024, 07:58
Reviewer Update
I commend FNB for a swift response to the initial complain; however, as at 7:40am on Monday 22nd January 2024, the issue is YET to be resolved. As per the email received from FNB on 19th January, a consultant should have contacted me within 24 to 48 hours. There has been no contact from FNB in this regard; while I'm aware that responses are chronically slow on weekends due to limited operating hours, I'm equally aware that the responsible department is open every Saturday from 9am to 1pm. As a matter of fact, I called the department on Saturday and eventually gave up after being on phone for over 20 minutes without any assistance or response. Just to put the matter in context, my account was frozen on Thursday night (18th January 2024) and as at the early hours of Monday 22nd January, the issue remains unresolved even though I have sent all the requested documents. This singular action to freeze a client's account without any calls or emails is unprofessional; also freezing my account late at night and being unavailable to respond to queries lacks human sympathy. How do you freeze a customer's account and you are unavailable to even receive calls or respond to emails? Over the last few days, FNB has made their operational challenges visible while also showing that there is little sympathy for customers who choose to trust them with resources. Perhaps restricting transactions on the account could be a better measure to get a customer's attention but completely freezing the account from all transactions lacks every form of human sympathy; what would have happened if a customer has a life threatening emergency that requires access to their funds?