Urgent ***** Case Poorly Managed and Unacceptable Response Times at FNB

I am submitting this complaint due to the extremely poor handling of my *****ulent transaction case by FNB.

At 11:56, I initiated a Secure Chat to report *****ulent activity on my account. The agent assigned to me, Mokgadi, repeatedly sent placeholder messages saying she would assist shortly. For over an hour, until 12:56, I received no meaningful assistance. Considering this was a ***** matter that required immediate escalation, the lack of urgency was unacceptable.

I then contacted the FNB call centre, where my issue was resolved to some extent within 10 minutes. However, I was informed that the investigation turnaround time for ***** is 7 to 30 working days. This is highly concerning, especially when FNB positions customer experience as a primary indicator. The delays and inconsistencies between Secure Chat and the call centre raise serious questions about the reliability of FNB’s support channels.

This poor customer experience has caused significant distress, uncer*****y, and inconvenience. My case number is ***.

I request that this matter be escalated immediately, that my case be prioritised, and that a realistic and shortened investigation timeframe be provided. I also request a review of how urgent cases are handled on Secure Chat.

I trust FNB will take this complaint seriously.