WORSE Customer Expereince EVER!!!!!!!!!!!!!!!!!!!!!!!!!!

Hi there,

So a few weeks ago I was contacted by FNB asking to open an account as I qualify for one a Gold Cheque account. I thought let me go ahead an open the account and possibly change banks. My card was delivered and I followed all the steps to activate the card. I then went ahead an paid money into the account in question. To my surprise I get to the till point and cannot use the card as I get a error saying the card is restricted. I then go to the ATM and get a receipt saying the account is frozen!!

First of all I got absolutely no notification to say my account has been placed on hold, imagine standing at a till point with a cart full of groceries just to find out the card cannot be used!!!!! I was soooooo upset. Then I call customer service and I am told I need to reach out to KYC as there are outstanding docs, I go ahead and call the team just to wait on the line for almost a hour without getting through to anyone as the lines are busy.

I then call customer service again and ask if I can visit a branch to sort out my account, just to be told this wont solve my issue, I would need to talk to KYC. I then proceed to ask email address for the team, I send an email and ask what docs are outstanding.

I then proceed to send the docs they need (bear in mind its been almost a week and the money in the account is to carry me through the month) I get no reply. Then go back and forth just to be told the docs is not good enough I need a certified docs, like a letter or statement. Who in 2020 still gets letters delivered to their home, all my docs are electronic and I work a 8 to 8 job from home with 4 kids. I don't have time to go to the police station to get docs certified. If this was explained from the get go, I would have never opened this account. My customer experience has been ABSOLUTELY TERRIBLE!!! I am not even a client for a months and is appalled with the service. I wish to have my funds released and close this ACCOUNT I am no longer interested.

Just imagine I had my salary paid in to this account and then unable to access it. This funds are to help me through the month but no I have no access to my own money!!!!! this is ridiculous!!!! FNB no wonder your customers has dropped over the past years, you guys used to be number 1 on South Africa, this is just unacceptable