Unacceptable Repeat Failure – Strongly Considering Closing All FNB Accounts

To Whom It May Concern,

I am writing this with immense frustration and disappointment regarding the shocking lack of service I have once again received from FNB. I am currently experiencing ongoing issues with the FNB mobile app, which has rendered my access to critical banking services severely limited.

After reaching out via the “My Service Suite” on the app, I was initially assisted by an agent named Xoliswa, who informed me she would transfer me to the Digital Desk. From there, I was passed from one department to another — eventually ending up in a queue for FNB Connect, where I waited for hours with no assistance. Despite being told repeatedly to "keep an eye on the chat," no one assisted me. By 20:31 — nearly six hours after my initial query — I was casually informed that the department was closed and I would need to start over again the next morning.

What infuriates me even more is that this is not the first time I have experienced such poor service from FNB. A similar issue occurred previously, and after lodging a complaint, I was assured that it would not happen again and that measures would be put in place to improve client service and support efficiency. Clearly, those promises were empty.

I find it completely unacceptable that a bank of your stature cannot resolve a basic digital access issue promptly — especially when the banking experience is now predominantly digital. The time wasted, the lack of urgency, and the systemic inefficiencies are not just disappointing — they are a breach of the trust I placed in your institution.

At this point, I am seriously reconsidering my entire relationship with FNB and will begin making arrangements to move all of my personal and professional banking elsewhere unless the following is addressed immediately:

1. A detailed explanation for this failure in service.

2. Immediate resolution of my app and digital banking issues.

3. Clear, documented measures being put in place to ensure this never happens again — not just for me, but for any other client experiencing digital service issues.

As a long-standing client, I expect more than just an apology. I expect action. I expect accountability. And I expect solutions.

Do not take this complaint lightly. I will escalate this matter beyond HelloPeter if no swift and meaningful response is received.

Sincerely, Mr. Denver K. Bowers