Terrible FNB Premier Banking Customer Service!!!!

In January 2020 I had finally convinced my husband to also join FNB. We opened him a FNB Premier Account. We were leaving at the end of the month to work abroad and things would be much easier if we were both with FNB.

On 25th February 2020, my husband incorrectly entered his online banking log in details and blocked his profile, this is when all the issues started.

He contacted the premier account call center, after being on the phone for more than 20 min, the issue of resetting his online profile and trying to change his number for the OTP to his new UK number while working abroad had not been resolved. As you can imagine the cost of a 20+ min international phone call was quite expensive. He ended the call with no resolution in sight and emailed FNB premier banking, with the call reference number and all the issues that he was having as well as a contact number that they could contact him on. a Call center agent contacted him and advised him that he should complete a form in order for him to change his OTP number as well as reset his profile. As soon as he received the form it was completed and returned to FNB on the same day with all the supporting documents required.

By the 11th of March he had heard no word from FNB, he emailed the supporting documents and the form to FNB once more with a reference number. Hoping that the problem would be resolved soon, as it was impossible to log in to his online banking.

Almost two months had pasted and he decided to call them once again on the 8th of May, the call center agent instructed us that the request to change his OTP number and reset his profile had been submitted to the department that handle the issue. He asked him if he knew how long it would still take to resolve the issue, the agent could not tell us when it would be resolved and also could not connect us with someone that could resolve it immediately.

He is still waiting to this day for this issue to be resolved. I am really disappointed that he is receiving such terrible service from FNB as I was the one that convinced him to switch banks. We are still abroad and he has no access to his banking, so he can not pay any foreign currency into his account.

FNB advertise such amazing customer service for their FNB premier users, it is totally unacceptable that a new customer has to struggle for 3 MONTHS to get back into his online banking profile!!!!! Absolutely disgusting!!!

As soon as we get back to SA we will definitely not be FNB customers for too long!!