Hellopeter
Share Your Experience
SV
Sharmain V

1 reviews | Active since Dec 2019

21 Apr 2026, 12:57

Unresolved Hold on My Daughter’s Account Despite Repeated Escalations

I am extremely dissatisfied with the handling of my daughter’s Eazy Zero account at FNB. A hold was placed on her account on 24 November 2023, and despite countless attempts to resolve this matter since 18 March 2026, the issue remains unresolved. Mr. Kurt from Baywest FNB has repeatedly escalated the matter to various departments (Drusilla, Lungile, and others), provided screenshots, and even verified the customer in-branch on 18 March, 23 March, 26 March, 31 March, and 2 April 2026. Despite these efforts, no action has been taken, and we have been sent “from pillar to post” without accountability. This has caused significant inconvenience and distress. The lack of communication and failure to resolve such a straightforward matter is unacceptable. Even after raising this complaint publicly, FNB has still not resolved the issue, which suggests a lack of urgency and accountability. I have now been forced to air my dissatisfaction with FNB on X (Twitter), posting daily about my anger and frustration. I will continue to do so until this matter is resolved.

• Immediate removal of the hold on the account. • Clear communication from FNB regarding the cause of the delay. • Assurance that such poor service will not be repeated. I am deeply disappointed with the level of service I’ve received from FNB staff. The repeated incompetence and lack of accountability have caused unnecessary stress and inconvenience. Customers deserve professionalism, transparency, and respect when dealing with their finances, yet my experience has been the opposite. I urge FNB management to take responsibility and address these issues urgently. Banking should be about trust, and right now that trust is being eroded.

0
Replies (1)
SV
Sharmain V's update21 Apr 2026, 13:45
Reviewer Update
Email I have sent today:
I am compelled to escalate this matter directly to your level due to the blatant disregard and lack of accountability demonstrated in resolving my daughter’s Eazy Zero account issue. A hold was placed on her account on 24 November 2023, and despite repeated escalations since 18 March 2026, the matter remains unresolved.
Mr. Kurt from Baywest FNB has escalated this issue multiple times to various departments (Drusilla, Lungile, and others), provided screenshots, and even verified the customer in-branch on 18 March, 23 March, 26 March, 31 March, and 2 April 2026. Yet, no action has been taken. Instead, we have been subjected to endless delays and excuses, with no accountability.
Adding to my frustration, FNB has closed multiple complaints without resolving them and without making any contact with me. The following complaint reference numbers were closed without resolution: 725697INF, ***NF and ***NF. This practice of closing unresolved complaints is unacceptable and demonstrates a deliberate attempt to ignore the customer, hoping the problem will simply disappear.
This pattern of neglect makes it clear that FNB is hoping I will simply give up. Let me be absolutely clear: I will not stop until this matter is resolved. I have already taken to airing my dissatisfaction publicly on HelloPeter and X (Twitter), posting daily about my anger and frustration, and I will continue to do so until this issue is addressed.
The lack of urgency and failure to resolve such a straightforward matter is unacceptable for an institution that claims to value trust and customer service. Banking is built on trust, and FNB’s repeated incompetence and disregard for its customers is eroding that trust.
Desired outcomes:
· Immediate removal of the hold on the account.
· Clear communication from FNB regarding the cause of the delay.
· Assurance that such poor service and neglect will not be repeated.
I urge you, as senior executives, to take responsibility and ensure this matter is resolved without further delay. Continued silence and inaction will only deepen the reputational damage already being inflicted.