Time to close my account due to a lack of service

I had an unauthorised transaction on my account on 16 November 2023. The transaction was still pending and I logged a dispute immediately to prevent it from being authorised and finalised.

Feedback on the matter was non-existent.

I requested an update on several occasions without any feedback. After following up on Monday this week on the Secure Chat feature I was told that there has yet not been any update on the case. This is after almost a month.

Today (Wednesday) I followed up again and was helped by Nicolette Tshabangu. I explained the situation and provided my case number. She simply told me that they are very busy and behind on their SLA. Following this she simply ended the chat.

I started a new chat (With Chinique) to address the way I was treated. She was also not willing to assist and while I asked for a manager to contact me she also just ended the call.

This behaviour is not expected from FNB and is very unprofessional. Besides the fact that FNB cannot resolve my query the treatment by the service agents are very rude. It seems as if FNB is hiding behind technology which makes it easy for their agents to drop a support request when they do not want to assist you. It is impossible to get to speak to somebody directly.

I think it is time for us to vote with our feet and just close the accounts.