Terrible experience!!! The worst for a “private banker”

Good day,

I would like to formally lodge a complaint regarding my recent experience with FNB and the onboarding process for myself and my wife.

I was approached by one of your consultants, Soheel, at an event held by Takealot. During our interaction, the consultant conducted a full assessment of my profile and explained the various products and benefits that I qualified for, including the benefits associated with being a Private Client.

Most importantly, both Soheel and the National Sales Manager clearly promised, in the presence of other people, that my wife and I would not pay any banking fees for the first 12 months.

Based on these representations and the benefits presented to me, I made the decision on the spot to move my banking relationship from Capitec to FNB. I subsequently called my wife and personally convinced her to move her banking to FNB as well, based on the promises and assurances given to us.

Unfortunately, the experience since then has been extremely disappointing.

It took FNB well over a week and a half to activate our accounts, and I am still unclear regarding the status of my credit card, which I was informed had been approved by your banker, Constance.

We have attempted to contact Constance and have also sent messages to Malcom, but we have received no response.

Furthermore, we were informed that my wife would receive 50% banking fees after the initial 12-month free banking period. However, on Saturday she received a notification stating that her request for the reduced banking fees had been declined. I immediately contacted Malcom regarding this matter, but to date I have received no feedback.

My wife also emailed Constance directly and has received no response.

There is also an issue regarding my credit card. I was specifically informed that once I received and activated the card, the available funds would appear immediately. I have received and activated the card, yet no funds are reflecting on the account.

This entire situation is particularly frustrating because, based on the representations made by your representatives, I proceeded to cancel my banking relationship with Capitec and move my banking to FNB.

I therefore feel that the promises made to me at the Takealot event have not been honoured, and the lack of communication and follow-up from the consultants involved has been unacceptable.

Is this Private Client banking? In my experience so far, absolutely not.

I require a clear and urgent response addressing the following:

1. Confirmation of the 12 months of fee-free banking promised to myself and my wife. 2. An explanation as to why my wife’s reduced banking fee arrangement was declined after we were given assurances regarding the arrangement. 3. A clear update on the status of my approved credit card and why no available funds are reflecting after activation. 4. An explanation for the lack of communication from Constance and Malcom despite repeated attempts to contact them. 5. Confirmation that FNB will honour the representations and promises made to me at the Takealot event.

I require formal feedback by close of business today.

If I do not receive a satisfactory response by then, I will have no choice but to request that all of our FNB accounts be cancelled, as the service and experience we have received thus far do not come close to what was promised when we were convinced to move our banking relationship to FNB.

I look forward to receiving an urgent response and a resolution to this matter.

Kind regards,

Tevin Fraser ***