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Sharmain V

1 reviews | Active since Dec 2019

07 Apr 2026, 09:01

Unresolved Hold on My Daughter’s Account Despite Repeated Escalations

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 (Type 47) 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 on18th March, 23rd March, 26 March 2026, 31st March and 2nd April 2026. Despite this, 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. Desired Outcome: • 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.

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Sharmain V's update10 Apr 2026, 09:08
Reviewer Update
Follow‑Up on Complaint Closure – FNB Case ***NF

Good day,

I am writing to formally follow up on my complaint with FNB (reference number ***NF & ***NF), which was closed despite the matter not being resolved.

I initially filed the complaint on behalf of my daughter, and she also submitted her own complaint. We were both surprised to receive an SMS stating that the case was closed. When I called the number provided ***), I explained to the consultant that my daughter is a waitress and cannot take calls during working hours. A call was scheduled for Thursday between 9–11am.

The consultant did call, but instead of addressing the issue, questioned my daughter again about why she had not answered a previous call. After she explained her situation, the consultant abruptly ended the call without assisting further. This behavior was both unprofessional and dismissive.

The issue remains unresolved, and neither the Baywest Port Elizabeth branch nor your consultants have provided meaningful assistance. I have now escalated the matter to the National Financial Ombud Scheme, as it appears FNB is unwilling or unable to handle complaints properly.

I expect FNB to:

• Reopen this complaint immediately.

• Provide a clear explanation of why it was closed prematurely.

• Assign a competent consultant to resolve the matter without further delays.

Your customers deserve respect, accountability, and proper service. I trust this follow‑up will be taken seriously.