Terrible Service

I am extremely frustrated with my recent experiences with FNB, and this needs urgent escalation.

Firstly, I had to dispute an excessive charge for a bank statement, which was already unacceptable. Now, I made a PayShap payment to my wife that failed, yet the funds have been deducted and are nowhere to be found. It has been over 42 hours with no resolution or clear feedback on where my money is.

On top of this, the level of customer service I’ve received via chat has been extremely disappointing. The agents lack basic soft skills, and the support has been far from what one would expect from a bank positioning itself as premium.

This situation honestly reminds me why I left FNB previously, despite having been a client since the age of 13. I decided to give the bank another opportunity, and while my banker, Ayeeda, has been excellent, the rest of my interactions — from call centre agents to support staff — have not met any acceptable standard.

I expect this matter to be escalated immediately, my funds to be traced and returned without further delay, and proper feedback provided as a matter of urgency.