CB Banks First National Bank [FNB] South Africa Complaints #2-21

First National Bank [FNB] South Africa Reviews and Complaints

First National Bank [FNB] South Africa review: Service: worst banking experience i've ever had. Regret leaving absa

Onwaba of GB

Aug 23, 2026 12:03 pm UTC

Featured review

I honestly don't know where to start.

I contacted FNB's My Service Suite and first spoke to Agent 1. The agent seemed completely disengaged. Every answer felt generic, like it was copied and pasted from a script without actually addressing what I was asking. Before my questions were properly answered, the chat was ended.

Thinking maybe I had just been unlucky, I contacted FNB again and got through to Agent 2. At first, the interaction seemed promising because some of the responses actually addressed my questions. However, the moment I started asking follow-up questions that weren't covered by the standard responses, the attitude changed. The more I tried to get clarity, the more it felt like the agent became irritated. Eventually, despite me clearly stating that my questions had not been answered, the chat was ended and I was told to "have a good day." Apparently that's FNB's idea of customer service.

The only positive interaction I had was with Agent 3. The agent was polite, professional, and actually communicated like a human being instead of reading from a script. I requested that a Team Leader contact me. Unsurprisingly, that call never came.

It gets even better.

I escalated my complaint to [protected]@fnb.co.za because by this stage I was completely fed up. The person who handled my complaint either didn't read it properly or failed to understand it. My complaint was about the shocking service I had received, yet I was sent what looked like a copy-and-paste explanation about bank fees. The same scripted nonsense I had already received before. How do you respond to a service complaint by explaining fees? It genuinely felt like nobody had even bothered to read what I wrote.

I recently moved from ABSA to FNB, and I regret that decision more and more every day. When I opened the account, promises were made. One of those promises was that if I moved my salary to FNB, my banking fees would be paid back into my savings account. That never happened. Not once.

So not only were promises not honoured, but the customer service has been absolutely terrible from start to finish.

I've banked with other banks before, and hand on heart, this is the worst customer service I have ever experienced from a bank. Chat agents end conversations when questions become difficult, Team Leaders don't call back, complaints aren't properly read, and customers get scripted responses instead of actual help.

I'm now stuck because payroll can't simply move me back to ABSA immediately and I have to wait before changing my banking details again.

FNB has been an absolute disappointment. I moved my banking based on promises and expectations of better service, and all I've experienced is frustration, poor communication, and a complete lack of accountability. If this is the level of service FNB considers acceptable, then customers deserve far better

Claimed loss: While I have suffered no financial loss, this experience has caused significant distress, regret, and frustration.

Desired outcome: I would appreciate this matter being addressed with the relevant agents through FNB's internal processes. I would also like a clear explantion on the no bank cahrges that are supposed return to may savings account

Confidential Information Hidden: This section contains confidential information visible to verified First National Bank [FNB] South Africa representatives only. If you are affiliated with First National Bank [FNB] South Africa, please claim your business to access these details.

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Aug 25, 2026
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