First National Bank [FNB] South Africa
reviews and complaints

FNB is adverstising that it is possible to receive a gold FNB cheque account within 3 days of application ( false advertising )( bearing in mind everything is in order ). I have applied for an account 13 days ago and all I received thus far is an email saying "Thank you for completing the online application. We have forwarded your application to the processing department. You should be contacted within 48 hours with feedback.You may also contact them directly on ..."

The sad truth about this matter is that FNB has spent a large some of money on advertising with the intent to grow their business but it's a wasted attempt. All the tought, money and effort put in by people responsible for marketing has been failed by the people responsible to actually materialise this marketing campaign.

I honestly do hope they get in touch with me after my third email to them, just so I can have a good laugh.

On Sunday the 22nd May 2011 my cellphone suddenly showed "Limited Services", however being at Church I thought it might be a problem with MTN and did not worry about it, however by Sunday evening my phone was still showing "Limited Services". I put my sim card in my wife's phone and it showed that there was a "sim" card problem, I decided to leave it till the Monday morning, until I opened my e-mails, and then I realised something was wrong as money was moving out of my account at a rapid speed. I immediately phoned my Private Banker whom in turn contacted FNB Fraud Division and my account was frozen, but too late, the thieves had already taken R 16, 000. DUE TO FNB FRAUD DIVISION TAKING THEIR TIME TO FREEZE MY ONLINE ACCOUNT ANOTHER R 11, 000 WAS TAKEN OUT OF MY MONEY MARKET ACCOUNT !)

FNB Fraud Division tracked the EFT Funds to Standard Bank and ABSA, I also have statements where the thieves paid R 1, 000 into a cell phone account.

FNB Fraud Division contacted me and forwarded forms I had to complete and open a theft case at SAPS, which I duly did and sent the Case Number and completed forms back to FNB Fraud Division, after that I received a letter from FNB confirming the case is being investigated and will take approximately 3 weeks. After 4 weeks I asked FNB for an update, only for FNB to tell me that I have to complete forms for MTN before MTN will supply information regarding the Sim Swap, I found this strange that only after I complained did FNB ask me to fill in forms for MTN, this suggests that FNB had not been working on this case, I warned FNB that I want my money back and will be approaching the Ombudsman. Suddenly I am advised by phone by FNB that my account was compromised and they will not be refunding my money and advised I should contact the Ombudsman if I want to take the case further...all this happened once I started sending e-mails demanding my money back, personally I think FNB took offense and made a decision that my account was compromised.

WHAT HAPPENED TO THE BANK ACCOUNTS AT STANDARD BANK AND ABSA WHERE THE FUNDS WERE SENT EFT ?……FIRST PHONE CALL FROM PAUL KYNAS—HE SAID THAT HE HAS TRACED WHERE THE MONEY WENT AND WAS IN DISCUSSION WITH STANDARD BANK AND ABSA. (WHAT HAPPENED TO THE MONEY IN THESE ACCOUNTS)

ON THE 23 RD MAY 2011 WHEN I REPORTED SUSPICIOUS ACTIVITY ON MY ACCOUNT DUE TO E-MAIL ALERTS – WHY WAS MY ACCOUNT NOT FROZEN IMMEDIATELY---I RECALL BEING AT FNB FEATHERBROOKE OBTAINING STATEMENTS WHEN THE LADY AT FNB SAID THEY HAVE JUST TAKEN R11, 000 FROM YOUR MONEY MARKET ACCOUNT, THIS WAS MORE THAN AN HOUR AFTER I REPORTED THE MATTER.

MTN – WHY ONLY WHEN I SEND E-MAILS TO PAUL KYNAS REQUESTING AN UPDATE DOES HE AFTER 5 WEEKS ASK ME TO COMPLETE FORMS TO OBTAIN INFORMATION FROM MTN FOR MY CELLPHONE, YET 2 DAYS LATER I AM INFORMED THAT FNB WILL NOT BE REFUNDING ME, BEARING IN MIND THAT THE MTN FORMS HAVE NOT REACHED MTN TO PROVIDE A HISTORY ON MY CELLPHONE FOR THE “SIM” SWAP.

AS THE FRAUDSTER TOOK MY OWN BENEFICIARIES TO EFT MONEY, THE FRAUDSTER ONLY CHANGED THE BANKING DETAILS, YET AT THE END ON MAY 2011 WHEN I HAD TO PAY MY ACCOUNTS FROM THE ATM DID I ACCIDENTLY SEND R 13, 900 TO THE ABSA ACCOUNT AS I DID NOT KNOW THE PERPRUATOR HAD ONLY CHANGED MY BENEFICARY BANK ACCOUNT DETAILS IN THIS CASE THAT OF MY WIFE, YET FNB COULD RETRIEVE THIS MONEY?

SAPS PHONING ME TO ADVISE THEY HAVE NOT BEEN ABLE TO APPREHEND ANY SUSPECTS IN MY CASE, AND SUGGESTED I CONTACT FNB TO CLEAR UP THE MATTER AS SAPS HONEYDEW IS CLOSING THE CASE FILE, IT IS EVIDENT FROM THIS THAT FNB AND THE SAPS DID NOT COMMUNICATE ON THIS CASE AT ALL, SO WHY DID PAUL KYNAS REQUEST ME TO OPEN A THEFT CASE IN THE FIRST INSTANCE.

WHAT HAPPENED TO THE CELLPHONE WHERE R 1, 000 WAS TRANSFERRED TO, WHY WAS NO TRACE PUT ON THIS NUMBER.

FINAL RESULT FROM FNB STATING THAT MY ACCOUNT WAS COMPROMISED DUE TO THE FACT THAT OTP’S WERE BEING SENT TO MY CELLPHONE NUMBER BEING 083.877.8850 IS AS WEAK AN ANSWER AS I HAVE EVER SEEN --- OBVIOUSLY THE OTP’S WERE GOING TO MY PHONE, HOWEVER I DID NOT KNOW THIS AS A “SIM” SWAP WAS FRAUDENTLY OBTAINED ON MY PHONE, THEREFORE THE OTP’S WERE GOING TO MY NUMBER BUT TO PERPRUATOIR’S PHONE

On Sunday the 22nd May 2011 my cellphone suddenly showed "Limited Services", however being at Church I thought it might be a problem with MTN and did not worry about it, however by Sunday evening my phone was still showing "Limited Services". I put my sim card in my wife's phone and it showed that there was a "sim" card problem, I decided to leave it till the Monday morning, until I opened my e-mails, and then I realised something was wrong as money was moving out of my account at a rapid speed. I immediately phoned my Private Banker whom in turn contacted FNB Fraud Division and my account was frozen, but too late, the thieves had already taken R 16, 000.

FNB Fraud Division tracked the EFT Funds to Standard Bank and ABSA, I also have statements where the thieves paid R 1, 000 into a cellphone account.

FNB Fraud Division contacted me and forwarded forms I had to complete and open a theft case at SAPS, which I duly did and sent the Case Number and completed forms back to FNB Fraud Division, after that I received a letter from FNB confirming the case is being investigated and will take approximately 3 weeks. After 4 weeks I asked FNB for an update, only for FNB to tell me that I have to complete forms for MTN before MTN will supply information regarding the Sim Swap, I found this strange that only after I complained did FNB ask me to fill in forms for MTN, this suggests that FNB had not been working on this case, I warned FNB that I want my money back and will be approaching the Ombudsman. Suddenly I am advised by phone by FNB that my account was compromised and they will not be refunding my money and advised I should contact the Ombudsman if I want to take the case further...all this happened once I started sending e-mails demanding my money back, personally I think FNB took offense and made a decision that my account was compromised, if this is the case how is it possible, I am a one man business working from home, and only I work on my computer, my business is internationally based and I am well aware of "Phishing" e-mails that do the rounds.

It is evident from postings on Hello Peter .com that FNB simply does not care about their Clients, but are very quick to take service fees to enrich themselves. FNB has all these marvellous adverts "how can we help you" should be changed to "how can we take your money"

I left South Africa 3 years ago with R40, 000 in my account and went to India for 2 years and am now in New Zealand.
I paid my Credit Card monthly, my service fees (astonomical) was paid monthly, everything was hunky dory.
Then one day when I was trying to make an internet transfer I was told I couldn't. I contacted FNB and made a complaint that I am unable to make a transfer. FNB then sent me a list of insructions of how to make a transfer (?). I've been using this account since 1998 and have made a million transfers before - that was not the problem. I was unable to access the account and unable to transfer money or withdraw from the ATM. They finally told me that my account has been frozen and I need to contact my account holding branch.
I have no idea who my account holding branch is. I used to be with Edenvale branch but that closed down, then I was with Edenglen (or something) and that closed down, then I was moved to Greenstone (which might have closed down).
Why would they freeze my account? There is still some R5, 000 in it. I paid all my "bills" ontime. On what authority was it done? With the time difference (11 hours) and the fact that talking to a bank clerk in South Africa is like talking to a brick wall, I cannot get the funds released. WHAT TO DO?

I purchased a secured card from this bank and it was prepaid. The card was expired and I had my checks directly deposited. After I closed it mind you prepaid could not go over the limit, and it had served it's limit. Over 10 years later I get a letter from a collection agency and they say I owe over $700.00. I call Bank of Marin, Credit one bank now and when I tell them I am recording this call they want me to stop recording or they will hang up and I would not so they hung up. I find this bank to deceive many people and mess up credit scores they say they are repairing. I am too out done. Someone please tell me how to reverse this! Help!

FNB is completely out of touch with their clients. I have been trying to settle credit card debt from 2007(a credit card that should have never been issued to me with such a credit limit and conveniently just a month before the new credit act) and unfortunately I did not have a steady income until 2010. I am now a Director of an medium-sized IT Company and trying to sort out my life while most banks are more than willing to help and get their money back, these include ABSA and Standard Bank, FNB seems to want to try and bleed you to death as long and for the maximum amount they can. They seem completely uninterested and more than willing to rather ruin you before coming to some agreement. Today I requested a personal loan to consolidate my debt, apparently I qualified for R 60 000 but when I received the quote the interest rate was 32.1% more than a credit card’s interest. If my credit profile is that risky that you need to charge that amount of interest is that not reckless lending? Next week I am shopping for a new bank.
My first suggestion when dealing with FNB or any of their attorneys is to read the fine print very carefully and research the in duplum rule especially when dealing with their attorneys. Most of us can’t afford a Lawyer but we can Google and we can spare time to present our case in the court, FNB can’t afford to have their attorneys appearing in court for our mere mortals, chances are if you are less compliant and more active in seeking a fair deal the “mighty bank” might just be more pliable to assist. I hope you are taking note Dr Michael Jordaan CEO of FNB.

Interested in working from home I'm sad to be rejected by PayPal whilst trying deposit money using my FNB Visa Debit Card.I tried 4 times and I'm always told it's FNB that can resolve this. I've been to my FNB branch a few times and the last thing I was told was to apply for a credit card which I don't qualify for.How can I get my debit card to pay online?

My name is Christiaan Swart. I'm a citizen of South Africa and Also a Permanent Resident of Australia.

I used to hold an account with FNB when I resided in South Africa.

I have been living in Australia for almost four years now. On my last visit to South Africa in March 2010, I went to my local FNB branch, Northmead Square - Benoni (Johannesburg) an requested that FNB close all my accounts.

I had to pay well over R7000 but made sure that this was adequate to cover the outstanding debt and close my accounts.

Ever since then, I have received numerous calls from FNB as well as various debt collectors whilst in Australia, demanding payment of my outstanding debt.

It is pretty obvious that FNB failed to close my Credit Account. I escalated a complaint end of 2010 wherein I asked FNB what outstanding monies they are chasing. FNB confirmed that they never closed the account and the "Outstanding Debt" is made up of Interest, on interest. Now this is the BIT that really pisses me off - Why am I being harrased for outstanding fees when FNB clearly didnt do their job. ( Bear in mind that I have settled all outstanding amounts In March 2010).

I am at a point where I am willing to take Legal Action against FNB for blatant harassment. I have also lodged an official complaint with the Financial Services & Banking Ombudsman for South Africa.

I am not in the position to go into a local branch, as I now live in Melbourne.

[protected]@gmail.com

In 2003 I earned thousands of rands in eBucks. I have never used my eBucks and have in good faith left them there for a "rainy day". I was shocked to find out that FNB has been charging a dormancy fee every month. The dormancy fee is currently R75 per month. So FNB is literally claiming thousands of rands of dormancy fees from me since 2003 until now, April 2011. I am shocked to find this out, as I was never informed nor have I ever signed any documentation with any such declaration on it. I feel that FNB has been steeling funds from me. and I in tend to take the matter to the ombudsman, as well as the consumer board as FNB is telling me that it is basically my problem.

I called my premier banker on the morning of the [protected] to dispute an amount was reserved on my credit card. Gugu mahlangu advised me that she would get back to me on how to proceed. It was almost close of business and i received no response yet. I then called the call center and spoke to jacqui coetzee who sent me a dispute form which i promptly filled out, signed and sent back to her as per her request. I sent an e-mail to gugu and she told me that she was at a client function the entire day and could not assist me timeously... It would have been nice if she told me that when i called her first thing in the morning! To date there has been no progress with this dispute and the amount has since been successfully taken off my account. Needless to say i was furious and sent an e-mail on monday to premier banking, jacqui and gugu with no response at all. I called gugu this morning for feedback and i was gobsmacked with her attitude. She was rude, defensive and not at all apologetic. This is not the way to deal with an irate client! I am a new client of fnb and regret changing banks as my previous bank was far superior to this and i had an standard account with them!

18 months ago I tried and eventually opened a business bank account. Have now decided to close it as the bank charges on the business account are killing me slowly. Do you have any idea how difficult it is to close an account? Filled out all the paperwork 3 weeks ago, the last person that has to close the account officially is the business relationship manager - who was supposed to contact me when I opened the account but have not heard from her at all. I somehow think the word 'relationship' and 'manager' are just words that got added to her useless title. Now they gone and charge me another months banking fees for an account I tried to close 3 weeks ago. Whats the problem with these people... FNB business banking - absolutely and totally incompetent and useless. Customer service - doesnt exist!

I urgently need to process a payment for express clearance TODAY. I loaded the new benificiery, but I could not find the Express Clearing option. I phoned the call centre for help. The agent told me I need to perform an initial payment before I could add express clearance. I did that, but it still would not work. Please, this is urgent, payment must appear TODAY. PLEASE URGENTLY ASSIST! Please call me before the end of today to sort out the problem URGENT URGENT URGENT.

I have tried to call the international travel card number a few times [protected]. The number goes to a hold message which lasts up to 20minutes. I tried several times from overseas now, and call just stays on hold with no answer. I have tied to general card call center number [protected]. They have put me through to every imaginable division, including overseas call centres for visa and mastercard. Obviously no one works at the first number and they dont know this. I have asked twice to put me through to a supervisor or manager, and they just put me back to the first call centre number, and I go hold for another 15minutes and evenutally hangup. As I am calling from overseas, this is costing me a packet. Today I called to the general call centre and after explicitly stating that I didnt want to be put through to the 2861 number... they put me through and left me to hold on. FNB seems to be languishing in causing their customers pain and passing the buck. Who do I need to speak to in this place to get my card reinstated and to get access to my funds while overseas?

At this stage I have a card that I cant use, and cant get access to my funds!

As I'm a client of Debt Relief, I can't open an account in my name. In 2008 my mother opened an account with FNB in her name & gave me full signing power on the account. We authorised FNB to pay Debt ReliefCPE by debit order every month. In FebMarch 2010, I went to FNB & instructed them to change the CPE account details to Debt ReliefElias Consulting's bank account details. About a month later, we had to change the bank account details of Debt Relief again. Again, I went to FNB Tyger Valley and instructed them to cancel the Elias Consulting details and change it to Debt ReliefCapital's account details. In April 2010 the specified amount was taken from my account twice. Chantelle van Staden at FNB told me that the CPE account was never closed, the Elias account was never opened but they had opened the Capital account. Not once on my previous 2 visits were I informed of any of this! I was instructed to write a letter of complaint & they would go search through the archives and see if they can find anything. Why do they refuse to accept responsibility for their utter incompetence? Our other accounts can't get paid now & we're being charged for this! FNB must take responsibility!

After weeks of waiting with no feedback from FNB with regards to my fraud case (whereby money was withdrawn from my account even though the card was in my possession), I call them for the 3rd time to be told that a letter has been sent by post informing me that they are NOT going to refund my money as I have been found liable because my cheque card requires a pin for withdrawals. WHAT? So if someone clones my card or puts some device by the ATM to get my details, I am the liable party? Wow, FNB, you have just lost a loyal client! Amazing how I have been treated and not been helped at all through this. Disgusting!

My business partner was allowed by a bank official at FNB Brits to illigaly withdraw and transfer funds from our business account without my signature or permission. + - R 2, 514, 742.06 was tranferred via internet banking. My partner was allowed by the bank to make changes for the internet banking facilities without my signature. As this would have been needed, for I have 51% shares in the company. Even our mandate stated that 2 signatories should sign for any changes or facilities on the account.

My business partner's wife (who is not a member of the company) was issued with a business credit card without my concern or authorisation and she used the card to open an Adult shop through the company account. I do not understand how the bank could have allowed this to happen. When I went to the bank no one could explain how a 49% shareholder can make changes without my signature.The changes on the account did not comply with our mandate at the bank.

Require a subscription for a simple entertaining games selection at a cost of 39.99 us dollars. Completed a subscription form on Pogo UK. My card was declined. Twice. You suggest on line PAYPAL. I applied here and they at least had the decency to tell me YOU ARE THE BANK THAT IS RESPONSIBLE. How can you help me ?...Get this card sorted out for me either by youselves or with VISA. I don't have a debit card for fun, it's for convenience. At the age of 75 I am learning about internet convenience. Maybe another bank may help me quicker. Let me see what what you can do in 24 hours.

On the 2nd of March 2010 a cheque deposit was made into my account from Swaziland and I was told it would be cleared in 7 working days after I had spoken to an agent from the call centre. After the 7 working days I called again and was told it would be cleared after the 15th of March and on the 17 the cheque was still not cleared, I called the call centre again and was told to wait 7 more days and I asked the agent to give me a definate date as this was becoming a bit problematic, I asked her how the 7 days was calculated was it 7 days after the cheque was deposited or 7 days from the day we spoke she said it was 7 days I asked her how she came about with the 7 days, she said the 7 days was a comment on the account and she had no knowledge of how they came about with that, I must just wait for 7 days or rather call my branch maybe they can help me, I called my Centurion branch and the phone rang for a longtime until somelady answered, I was asked to leave a message becasue all managers were busy they would call me back, the lady was just not keen on helping, to date Im still waiting for that call, left another message today with Pamela who also said I must wait for their call.

I am unhappy with the service I received
Complaint description On Friday the 7th January I made a cash withdrawal of R150 from an FNB ATM when I realised that the balance was not what it was suppossed to be. So i called FNB client services and I was advised that there are transactions that are going off my account. So the consultant advised me to go to the nearsest bank and request that the transactions be reversed as i have not authorised them. I did like wise.Went into the FNB branch in boulders midrand and requested that they reverse the transaction gave them all required documantation. After all that was done i was advised by the consultant at the branch that the matter was escalated to the fraud department and the account in which the money was transfered to was then blocked as the transactions where fradulent. I was issued with a ref number and was advised I'll feedback in 24 to 48 hours. I waited and nothing came through until i called FNB client services on Tuesday the 11/10/2011 and I was advised that the query is still being invsetigated. Pls note that all funds where transfered to that unknown account and airtime purchases where made living me with R0.79 balance in my account. I then received a call on Thursday the 13 confirming that i will not be refunded by the phone banking dep. The gentlemen that contacted me said he had escalated the matter to another dep. I should be receiving confirmation from them. I then decided to enquire if my initial request of reversing those transactions was processed I called the TELEPHONE BANKING department then spoke to Rendel who could not give me an answer and I then requested to speak to one of the TEAM LEADErs on the floor. It took me about 13-15min on a call I was paying fro to get to the Team Leader who then offered to call me back with feedback. She then called me 30 min. down the line she called back and transfered me to a lady named Palesa, who promised to call me back after 24 hours which was yesterday. Nothing came through. So I find it very difficult to understand the reason why I was advised to go to the branch and reverse the transactions that i did not authorise, then i have to struggle this much after I had done what i was advised to do from the firt time. And just to to it up all transections where doen on the 07th and I reported on the same day a couple of minutes after the transactions went off. And to show that the transactions where fradualent my contact details where changed on their systems on the same day. So whay should one do to get this sorted as i've done what they requeted and still i'm not getting answers from FNB. And the more i wait the more I don't know how will i get to work the next day, What will I eat ?

I am very disappointed with FNB as I recently applied for an extension on the payment terms of my home loan, because I (like EVERY other South African) am being dragged through the mud due to the recession. This has been a trying time for us all. We are living hand to mouth, and FNB has chosen a time like this to exercise a LACK of compassion.

'How can we help you?” they ask. Well maybe they could help by actually giving us a bit of breathing space when we are having TEMPORARY cash flow problems! I've been their client for many years. I'm not asking for much, just that I be allowed to pay smaller amounts of money over a longer period of time. I mean, this is my home we're talking about. I have a family to support and FNB seems to care less that this is the roof over our heads that I'm fighting to keep. Can’t they see that I'm being proactive? I'm not going to let this recession drown me in debt, and I need FNB to be that life jacket for me.