Terrible service. Private client packages are a waste.

I transferred R100 to an e-wallet and got used the incorrect cell phone number as FNB pre populates the last used numbers automatically. I called in a minute later as I realised the mistake and the e-wallet call center advised me that there is a R50 reversal charge.

On top of waiting 15 minutes, mostly on hold, waiting for a manager (Arnold) with no interim feedback on the call, the result was that they cannot void the charge and cannot explain why there is such a high reversal charge for money in a fictitious account (e-wallet).

As an alternative measure I called the number the money was sent to and arranged, luckily, to collect the money from them directly as they are not too far geographically from myself.

I phoned the call center back to cancel the request to cancel the e-wallet reversal, I waited 36 minutes to speak to the manager Arnold which did not happen as they dropped the call. The advisor that answered the call started off by explaining that they cannot name the managers they report to or anyone else, besides themselves, but could not explain why. The reason I needed to hear the names was to recall which manager I had spoken to initially (Arnold) which I explained to the advisor would simplify the process but she had to put me on hold to speak to someone and find out if it was okay to name the managers. After being advised that Arnold was on a call and would be with me shortly, I waited about 10 minutes before the call was dropped at about 36 minutes.

I had to call back and start the process again, this time being advised that Arnold was not at his desk and I could speak to another manager which I agreed to. After 10 minutes I was speaking to a manager who then advised that the issue is gone through to finance with a request to void the charge of R50. FNB could not give me finality on it as much as I needed it and the manager advised that they are an inbound call center and cannot make outgoing phone calls or send emails. After explaining that the only way i would then be able to sort this out is if i keep calling back. At this point the manager realised that there was something wrong with that process and advised she would call me back with feedback.

FNB has cost me over R100 in call time just to solve an initial problem that was R100, of which they are taking another R50 off. FNB has also wasted more 2 hours of my life. I am paying my bank for no reason, the service is really bad and staff knowledge is not up to standard. The staff reiterate what the policy says and do not have the capability to comment outside of that policy or explain at a management level which is pretty bad too.

This has not been my only bad experience.

I transferred money to my helper who gave me the wrong account number with standard bank by one digit. Within two days I called FNB with the issue and they advised that there would be a +/-R350 reversal charge on the R1300 I had transferred. Accepting this they then sent me documents to fill out and send back to them which I took the time to print, fill out and send back. This resulted in an email from their reversal division advising that because it was an express cleared payment they could do nothing and advised that I must contact the owner of that account directly but did not give and means or method to contact that person. This should have been avoided as the initial advisor i spoke to should have known that it would not have been possible to reverse as it was an express payment. Even with the above mentioned I cannot understand why it cannot be reversed. The feedback and solution finding s****s of FNB is lacking in this regard.

I was sold on the service available to Private clients and I pay the costs of that package which is not cheap, on top of this FNB charges for everything they possibly can and give me bad service constantly as of recent.

I dont know what is going but FNB needs to correct it and keep up with what they promise clients in terms of service as the Private clients package is now a joke to me.

Please could someone call me and explain the reasons I am encountering these issues and why i have to deal with so many different people when I am supposed to be a Private Client dealing with a select few FNB bankers.

Dissatisfied customer