Worst National Bank - They can't help you! Incompetence and indifference abounds ....

If I could give FNB a minus, I would - a BIG BIG minus. I have been a FNB client since I was around 12, and I am now ... let's just say I was born late 60's. There is not enough space here to tell my story, BUT, here are the highlights of my most recent issue.

For various reasons, I am spending a lot of time in the UK. I was flying in to SA for a couple of days in late early March, so since my CC was due to expire end March, I arranged (via their online chat which takes FOREVER) to have the card delivered to a specific branch, and that a named person (a friend of mine) would collect on my behalf. Easy, right? NOT. So, my friend goes to collect the card as arranged BY FNB - NO card. I fly in, get my stuff done, and fly out again WITHOUT my card. Then end March my card duly expires. I'm on the chat facility to them again, and they take all my info for my base in the UK and promise to send it to me. Today (09 May 19 - so more than a month later) I still have NO card. BUT they are still charging me for the card. SAME thing with my Discovery CC (also run by FNB). They just keep messing up and when you are so desperate and angry that you end up going to social media, they finally respond. Well, today in desperation, I sent an private Facebook message to them- NO Reply. I then post as a reply on one of their posts on FB to say how angry I am. Another client of FNB replies on my post and says same happened to her, and on Facebook, FNB respond to her on my message, and not me. Really? Talk about rude.

Anyway, after over a hour waiting on the chat facility, I finally get some (insert rude word here) who clearly has no clue how to deal with an irate customer. This person tells me that the card is NOW at the bank it was supposed to be at for my friend to collect - 2 months LATE, and it was supposed to be sent to me in the UK - but they sent to one of the branches instead. OMW - where do they find the people that work there? Anyhow, so I am not getting anywhere with this individual and decide that I definitely want to close my accounts. I start asking the things I need to know to close the accounts. I manage to close one online while waiting for him to reply to a message (did I mention it takes forever for them to reply on this online chat), and am getting an error while trying to close the next account, THEN he cuts me off and message comes up to say I have to wait for another consultant. Consultant is a dreadful word to use, as that would intimate that they would consult, but they do not - they merely bumble about. So, at this point, while online, I have given notice on my investment account and I have successfully closed another FNB account. I cannot close my cheque account till my investment account pays into it, then I can close it. My husband for some weird reason wants me to keep my credit card with FNB, so I am STILL trying to get them to send me the stupid card. I now have been promised that a manager from FNB will call me within 4 working hours. I shall not hold my breath. Just as a comparison. I also have an Amex Plat card. Last week, Amex called me to say that there were some small weird charges on my card. It was *****. So they stopped the card (which scared me as now I have NO cards) and said they would send me a new one. The new Amex card arrived by courier, at my front door, in the UK on Tuesday this week - less than a week after speaking to them. THAT is competence. THAT is service. Maybe FNB should go for training with Nedbank ... Better yet. Let Capitec train ALL the banks. Capitec offers the best service of all banks that I deal with in SA.