Private banking a total let down.

My husband recently moved his account from Standard Bank to FNB specifically because of the service levels that Standard Bank provided, and the promise that FNB Private Banking would offer a superior, more personalized experience. He was allocated a private banker, but had not made use of his services until Monday, 11 August 2025, when he required assistance with financing the purchase of my vehicle. Unfortunately his private banker were unavailable and he was transferred to another person to assist.

Initially, the loan approval process went smoothly, and approval was granted within one day. However, after this positive start, there was a complete breakdown in service. Despite repeated follow-ups and a week of pleading for updates and progress, no meaningful assistance was provided, and the process stalled entirely.

Due to this lack of support, I was left with no option but to proceed with the dealer instead. This was extremely frustrating and disappointing, especially as we had initially intended to transfer not only this vehicle finance but also our properties finance to FNB. Thankfully, this experience saved us from making an even greater mistake by moving such significant assets to a bank that has demonstrated such poor client service.

This experience has left us questioning the value and credibility of the Private Banking service at FNB. The inefficiency and lack of communication not only caused unnecessary stress and delays but also resulted in my Husband not being able to buy the car. (not because of his finances, but because of lack of service from your side)