Terrible Customer Service

As private banking client, the service was non-existent, the private bankers were inexperienced and didn't help where it counted. I had to fight for decent interest rates across all my home loans, even though I have a stellar credit rating, and other banks gave me extremely good interest rates even though I didn't bank with them. I drew the line when FNB ****** me of earning the E-bucks, which was promised after taking out my home loan with FNB.

After that debacle, I decided to move my entire portfolio to Investec in 2020 and kept my FNB accounts open as a secondary option, with plenty of transactions still flowing through the accounts. However, after experiencing such stellar service from Investec, only then does one realise how terrible FNB are at treating their Private Client customers.

In the last 2 weeks I'd decided to downgrade my FNB Private Clients Cheque and Credit accounts, due to the E-bucks benefits structure constantly changing, the earning potential being ridiculous and most importantly, I was throwing money away for Private Banking Accounts but not getting the service that should come with being a Private Banking Client.

The account downgrade process has been an absolute nightmare. The consultants who try to assist via the FNB app's "chat function" don't at all understand FNB's portfolio suite or what they are doing. I was firstly downgraded to the wrong account type, and the request for the credit card downgrade was never put through.

I was charged account fees 10 days apart, and no one could explain why. I was then told a refund of the incorrect billing would be done, however I have still have not received a refund. I called the call centre directly 3 days later and was told the matter would be rectified the same day and that I would get a call back to confirm, the call never came.

It's now more than a week later and the accounts have not been rectified and the incorrect billing still has not been reversed.

FNB has no care for customer service or their clients needs at all.

At this point, I have lost all faith in FNB and am now looking for a good option to use as a secondary bank. Does anyone have any recommendations?