First National Bank Opiniões 16

I am writing to lodge a formal complaint regarding the appalling service I have received from FNB over the past two weeks across multiple channels, including the branch, Fraud Department, and Personal / Private Banking segment.
I have been a loyal FNB client for more than 30 years. The service I have received during this period has been deeply disappointing, stressful, inconsistent, and far below the standard I expect from FNB, especially as a long-standing client.
On Saturday, 23 May 2026, my FNB credit card profile was compromised. Fraudulent transactions were processed, including Uber Eats transactions, despite the fact that I have not used my physical card for online purchases in approximately four months and have only used digital cards. I immediately contacted the Fraud Department and logged a fraud case. On this occasion, the Fraud team assisted by cancelling the compromised card and sending a link to my mobile app to request delivery of a new card. That initial service was acceptable.
I later received notification that my replacement card could be collected from the Cresta Branch. However, I had to wait nearly one hour in a service queue simply to collect a replacement card. This is unacceptable and highly inefficient. The alternative delivery option would have taken a further four days, which was not practical given the circumstances. I fail to understand how this can be considered acceptable service for a customer dealing with fraud.
The situation worsened on Saturday, 30 May 2026, when my FNB cheque card was also compromised. Fraudulent transactions were attempted or processed, including another Uber Eats transaction and a UK Google purchase. I immediately contacted the Fraud Department at approximately 15:00 to report the matter.
During this call, I was advised that the Fraud Department could not order a replacement card for me and that I would have to contact my Private Banker. This was completely inconsistent with the service I had received only one week earlier, when the Fraud Department was able to assist with card cancellation and replacement. Since my profile was upgraded, I have not been introduced to, contacted by, or made aware of who my Private Banker is. I therefore had no practical way of contacting this person directly.
I was then transferred to the Private Banking / Accounts Suite, only to receive an automated message stating that the service was unavailable and that I would need to call back on Monday. I called the Fraud Department again and explained the issue. I was again told that the process had changed and that no replacement card could be issued by Fraud, and that I would need to wait until Monday because Private Banking was unavailable.
After a lengthy and frustrating discussion with the consultant, I requested to speak to a team leader or manager. The team leader then provided different and contradictory information to what the consultant had provided. This is unacceptable. FNB staff should not be giving customers conflicting information, especially in a fraud-related matter where urgency, clarity, and consistency are critical.
I also queried why I should be liable for a replacement card fee when the card was compromised through fraud and through no fault of my own. I was advised that this was simply FNB’s process and that, due to the category of card issued, I would be liable for the charge. I strongly object to this. I refuse to accept liability for a card replacement fee arising from fraudulent activity where I was the victim. I would understand paying a fee if I had lost or damaged the card through my own actions, but that is not the case here.
After more than two hours on the phone on Saturday, 30 May 2026, I eventually spoke to Karabo, who assisted by ordering a normal card and requesting that my Private Banker contact me and introduce themselves. While I appreciate Karabo’s assistance, it should not have required multiple calls, escalation, contradictions, and hours of frustration to receive basic support.
This entire experience left me exhausted and extremely disappointed. FNB failed to support a customer in distress, failed to provide consistent information, failed to make Private Banking assistance available when needed, and failed to provide the level of service for which I am being charged.
To make matters worse, a banker contacted me this morning at approximately 09:30 while I was on a work call. I asked the banker to call me back within an hour, as my meeting would end at 10:00. It is now after 13:00, and I have still not received a call back. This is yet another example of poor follow-through and unacceptable service.I am also requesting that FNB reviews the service fees charged on my profile. Based on this experience I should actually receive

Ive asked FNV to atrend to multiple ussues on secure chat where i was not heloee at all fir 4 hrs after i said i was in a hurry and setvice was very slow. Tgey delated me firc4 hrs and keot promusing service i never got. Several consultabt jouned chat abd left 45 mins later after never givibg any help :Buyiswe, Junior, Lebohang , Tebellious. Tyrone, Ntombizodwa.
They then deleted all my secure chat messages for yrs wheni made query so i had no evidence. They deleted msgs for bout 8 yrs...just to delete what i threathened to report. Nitca thingvwas done and no apoligies.
THIS SERVICE IS CALLED SECURE CHAT

How secure would you feel after that. The lack of ethics in banking it shows is shicking and fnb will not deal with it as clearly tgecethicscis in keepingvwuth their brand. Whoever deketed my SECURE MSGS shoukd be fired alingvwuth whoever covrred for tgem as my money abd my chars sjpujd be protected esp in banking.

They ruined my trust ahd beleif in secure chat and continue to ignore or gslight but thst is real banking so are we safe
If they can deketedwgatever tgay lije whenever tgey like to protect unethical behaviour ???

This is the worst banking experience I have ever had. They make everything unnecessarily difficult. There is very strict rules on the amount of money that can be transferred and how many transfers can be made each month. I have not encountered this with other banks. The only reason I banked with them was for the physician loan and that was a horrible experience characterized by poor communication and unprofessionalism on their part. DO NOT BANK with FNB. You will most certainly regret it. I know I do.

This Bank is terrible in Customer Services, their Teller says what do you want, infested of other Bank says welcome to our Bank how may I help you. Teller was not wearing a name tag, so no one knows who was she. I believe FNB hire all prejudice employees.
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CAUTION TO FUTURE CUSTOMERS: This bank refused a basic line of credit despite strong collateral and prior history. No transparency, no discussion, no advocacy. IF THEY CAN'T HANDLE A LOW-RISK, STRAIGHTFORWARD RENEWAL, IMAGINE HOW THEY'LL TREAT YOU WHEN THINGS ACTUALLY MATTER. If you think this is a better alternative to our IN Bank take over you will be terribly disapointed, it is a board of CPA's and corporate officials who look at only numbers and not the integrity of the company or individuals running it. Thank You Scott Johnson, (42 years in buisness)

Shut my debit card off on Christmas (PLENTY)
of money in my account ...but while it was shut off they did manage to take their services charch out ......getting my money out and changing banks I suggest you do the same

Good so far! I find they respond to inquiries and have not had an issue whatsoever akin to the reviews on here so far; they had the best mortgage rates and seem good for the past few years.

My experience at the Uvalde branch was great. Associate Maribel was very helpful and very friendly with excellent customer service.

Omg, I don't even know where to begin. This has been an atrocious experience right from the start.
1. It took them 1 hour + just to open an account. And I still had to complete more documentation and go back to send them! I’ve frankly never been assigned homework by my bank before.
2. This would have all been fine if it was sufficient, but it wasn't. They were 100% able to process an incoming transaction into the account, but even after 3 attempts to send money out through Zelle to my other bank account (Chase), I was blocked, stating "difficulty verifying my identity", and no other explanations given. How FNB was unable to verify my identity after I provided my ID number AND my SSN, when these have been sufficient for previous banks I’ve had accounts with, I will never understand.
3. The customer service is absolute hell. Please save your breath and energy and just take your money to another bank. It took 2 weeks of calling, trying to get through to somebody to get support. Each time the phone lines were either busy for hours on end, or bounced me through AI assistants. I've managed to have 2 calls with them so far, and it's been awful. On the first call I was promised that the issue has been escalated and the funds will transfer out in 2 business days. The pending transaction didn't even show up on my account until I followed up with an email stating I'm fully prepared to leave negative reviews and escalate the issue. It then stated that the pending transaction should be sent out to my other account in 3 business days. It has not. My other bank has no knowledge of this transaction, and the money is simply gone. The customer service person I called today was extremely rude, talked over me all the time, cut me off by saying "ma'am, ma'am" all the time, dismissed my concerns, acted all nonchalant to the point that it was absolutely infuriating, and insisted that I login to the website instead of the app just to show the transaction as sent when it wasn't, since the money, I reiterate, is not in my other account. He was 100% more committed to being proven right than to actually helping. It has been the most frustrating experience of my life.
4. Finally, when I sent the email expressing commitment to escalate the issue, I got an email and call from the branch I worked with stating that "they have a different recollection of the issue" and they wanted me to call back or come in person to clarify. Frankly, the fact that they are more committed to protecting their ratings should tell you everything you need to know.

TL/DR: Awful, still don't have my money, save your sanity and your money and DON’T do business with them.

Shout out to FNB Bank Skukuza branch in the Kruger National Park, South Africa. I had a an issue with my account and it took 4 different FNB branches to get the issue resolved. The staff and Management at the Skukuza branch were outstanding. Their kindness, dedication and communication were exemplary. I have never had such service from any bank or branch. All the other branches I sought help from were all very nice and very helpful but Skukuza got to the bottom of the issue. Thank you to this team. Incredible service!

Seriously disappointed with their lack of service. I am in Spain and after several unanswered emails sent my cousin with an Authorised letter to establish whether they had a received a payment that I made. She went to the FNB branch in Liberty Promenade Mall in Mitchell's Plain. Firstly they told her that it was not possible for me to make transfers from Spain. Something I have been doing for the last 18 years. Transferring Euros to FNB. She also showed them a copy of their letter with FNB Account Number and swift code.
Despite having all the information and proper authority to act on my behalf they refused to help her.
They physically prevented her from reentering the bank when she had me on the phone.
They don't answer emails, they don't answer the telephone.
Unbelievable and disgusting the way she was treated by so called professionals.

So on the 30th of September 2024 I did an EFT from my FNB account to a Capitec account doing an immediate payment to date the funds have still not been received by the recipient. I went to the branch and I was promised after talking to an agent that within 48 hours the funds would be in the recipients account to date the funds have still not been received. FNB sends emails lying that they tried calling me to give me an update well at this point I just want my money and no more lie you should be ashamed of yourselves. Sies man and I'm not going to just let it go this is money that I worked hard for. Imagine sending me to the branch branch calls the call centre all this back and forth for money I worked hard for you should be ashamed and please note I will not let this go. And the nerve today you sent people to my work place to help people open up accounts with you I made sure everyone knew about your rubbish scamming that you do and fortunately no-one opened any accounts thank goodness

If I could give this “second chance” bank zero stars, I definitely would. They are crooked and dishonest. If you check your account and for instance you may have $10 in there. It stays in there for a week. In the meantime you get an auto pay for $1.00, the bank THEN at that time deducts the original charge and your balance is then at 0. Then, you will have 2 NSF charges of $34 because they switch dates around to fit their agenda. Steer clear of this bank! They will never take the NSF fees off no matter what, even if the issues were THEIR FAULT!

its going good so far... I'm waiting on my money now..

This bank charged me overdraft fees even though i have direct deposit that posted the same day. Even if it is their mistake, they will not refund the overdraft fees. This has occurred several times. The bank app and web page does not give accurate up-to-date information. I have discontinued service with this Bank.