Terrible experience with FNB app, branch and website lately, no resolution!!!

After getting a new phone earlier this year, I was unable to add one of my business accounts on the app. Many calls were made throughout the year to try resolve this, each time I was told to go to a branch. On 5 December 2022 I went in to FNB Northmead Square. I was in the bank for an hour and forty minutes - the issue is still not resolved!

On entering I was directed to a phone booth, even though I explained that I’d called numerous times. Was cut off a few times due to the phone systems rebooting. When I finally got through to someone she put me on hold repeatedly to ask another staff member for help (I could hear). Ultimately told me I couldn’t add the account as I was a secondary user (my husband being the primary one apparently, even though we had specified equal rights when opening the account). I told her that up until getting my new phone, I’d always had the account on my banking app (I’m the one using the account) it only stopped working after upgrading my phone. She tried to help me but we then got a PAIRING ERROR, she told me to return home and try again there. We eventually ended the call, her telling me to try calling ***. I tried on the branch computer, logged in to my husband’s user (with him forwarding me OTPs). We got a E-99051 error message telling us to contact the call centre. So frustrating I rejoined the queue & eventually spoke to Kutumi Makgato. After trying to upsell me, told me he’d escalate the matter & call me back in 3-5 days. I asked 4 a reference number and he said he didn't have one. 10 days later and still no call! Then… I try to complain on the FNB website. The form on this page does not work (https://www.fnb.co.za/contact-us/compliments-and-complaints.html#). When you click submit, nothing happens. On this page, the verification code validation is never accepted (https://www.fnb.co.za/leadforms/complimentsAndComplaints.html). This makes complaints almost impossible on the FNB website.

So I log in to my business account on my desktop computer at home, click Menu > Contact Us, and it then tells me “Logon Error. You cannot access this profile on your mobile device” I AM NOT ON A MOBILE DEVICE!

Very clever of FNB not to allow complaints on their website.