Based on recent customer reviews, FNB (First National Bank) faces significant and persistent service challenges across virtually every area of its banking operation. While individual branch staff members receive genuine praise for going above and beyond, the overwhelming pattern is one of systemic failures in communication, complaint resolution, fraud handling, and digital reliability. Customers consistently describe being sent from pillar to post with no accountability or resolution.
Top Strengths:
- •Staff & Branch Experience: Named branch consultants are frequently praised for patience, knowledge and going the extra mile. Customers travel to specific branches for certain staff members, and positive in-branch experiences occasionally restore faith in the bank.
Replied to 6.848064280496713% of negative reviews
Typically takes less than 10h 20m to reply
TrustIndex
1.5
Score
Avg Reply
955
Hours
NPS Score
-54
Recommended: Unlikely
Replied to 6.848064280496713% of negative reviews
Typically takes less than 10h 20m to reply
Apr '25 - Mar '26
Recent reviews (7,729)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
1 reviews | Active since Jan 2020
Poor cmmunication regarding documents for a loan.
I app**** for a loan on Sunday, even though I don’t bank with FNB. On Monday, I submitted all the required documents. There was an issue with my proof of residence, so I made the effort to visit a branch to resolve it. I live far out of town, so I specifically asked the agent to confirm that everything was in order before I left. I was assured that the issue had been sorted. Today is Thursday, and I am still receiving SMS notifications saying my application is on hold due to outstanding documents. I have resent the documents multiple times to different agents and sent several emails, but I have received no proper feedback. Every time I call, I am simply told to resend the documents again, with no clear explanation or assistance. This is extremely frustrating and inconvenient, especially after I took the time and travel to visit a branch. I expect proper feedback, clear communication, and assistance to resolve this matter urgently.
1 reviews | Active since Jan 2020
Poor cmmunication regarding documents for a loan.
I app**** for a loan on Sunday, even though I don’t bank with FNB. On Monday, I submitted all the required documents. There was an issue with my proof of residence, so I made the effort to visit a branch to resolve it. I live far out of town, so I specifically asked the agent to confirm that everything was in order before I left. I was assured that the issue had been sorted. Today is Thursday, and I am still receiving SMS notifications saying my application is on hold due to outstanding documents. I have resent the documents multiple times to different agents and sent several emails, but I have received no proper feedback. Every time I call, I am simply told to resend the documents again, with no clear explanation or assistance. This is extremely frustrating and inconvenient, especially after I took the time and travel to visit a branch. I expect proper feedback, clear communication, and assistance to resolve this matter urgently.
1 reviews | Active since Jan 2020
FNB WILL CLOSE
I am writing to formally raise my dissatisfaction with the ongoing issues I am experiencing with my account and the level of service received. There are currently multiple restrictions on my account, and despite several attempts to resolve this, I have not received any clear answers. Each time I call, I am transferred between departments without resolution, and in many instances, the calls are disconnected before the matter can be addressed. The process is also highly inefficient. I am required to repeatedly authenticate myself, yet when it comes to resolving the actual issue, no one seems to have the authority or ability to assist. This has resulted in significant time lost and growing frustration. In addition, I find the FNB app difficult to navigate, which further complicates resolving urgent matters independently. At this stage, I require: A clear explanation of all restrictions currently placed on my account Immediate resolution of these restrictions A single, competent point of contact who can take ownership of this matter until it is resolved I would appreciate this being escalated and treated with urgency, as the current experience is not acceptable.
1 reviews | Active since Jan 2020
FNB WILL CLOSE
I am writing to formally raise my dissatisfaction with the ongoing issues I am experiencing with my account and the level of service received. There are currently multiple restrictions on my account, and despite several attempts to resolve this, I have not received any clear answers. Each time I call, I am transferred between departments without resolution, and in many instances, the calls are disconnected before the matter can be addressed. The process is also highly inefficient. I am required to repeatedly authenticate myself, yet when it comes to resolving the actual issue, no one seems to have the authority or ability to assist. This has resulted in significant time lost and growing frustration. In addition, I find the FNB app difficult to navigate, which further complicates resolving urgent matters independently. At this stage, I require: A clear explanation of all restrictions currently placed on my account Immediate resolution of these restrictions A single, competent point of contact who can take ownership of this matter until it is resolved I would appreciate this being escalated and treated with urgency, as the current experience is not acceptable.
1 reviews | Active since Jan 2020
FNB Fails to Refund after *****!!!
Case Number: 2026-3432384 I was busy on my FNB App with payment details for my Business App Fresha Partner on the 17th of February 2026. When a payment went through of R4 838.17 I immediately called ***** Department and logged my case immediately i followed up with the case 10 working days later and they said that that there was an email sent on the 6th of March 2026 from the investigator which i never received. She said she will ask for it to be sent again because that is all she can do for me and it has been about 7 working days later and still I haven’t received any response. I phone again 16H03 on the 17th of March 2026 an the lady said that the will not be crediting me and she can’t tell me why because it is in the letter the investigator sent me which I still haven’t received.
1 reviews | Active since Jan 2020
FNB Fails to Refund after *****!!!
Case Number: 2026-3432384 I was busy on my FNB App with payment details for my Business App Fresha Partner on the 17th of February 2026. When a payment went through of R4 838.17 I immediately called ***** Department and logged my case immediately i followed up with the case 10 working days later and they said that that there was an email sent on the 6th of March 2026 from the investigator which i never received. She said she will ask for it to be sent again because that is all she can do for me and it has been about 7 working days later and still I haven’t received any response. I phone again 16H03 on the 17th of March 2026 an the lady said that the will not be crediting me and she can’t tell me why because it is in the letter the investigator sent me which I still haven’t received.
1 reviews | Active since Jan 2020
Private banking is useless
I have been with FNB for over 15 years, and a private banker, but I never get private banking service. I contacted my so called private banker to assist with a credit limit request, and she responded a day later, referring me to another department. I then contacted the department, which advised that the request had been received and would get feedback within 24 hours. Post 24 hours, I contacted FNB through the secure chat. Was on hold for 30 mins to chat to a service consultant who gave me a list of requirements to submit, which I was never told yesterday, including going to the branch. What is the point of private banking or even having a long-standing relationship with the bank ??????? Sure all my records are with the bank and now all of a sudden have to provide basic documents as if I am a new client.
1 reviews | Active since Jan 2020
Private banking is useless
I have been with FNB for over 15 years, and a private banker, but I never get private banking service. I contacted my so called private banker to assist with a credit limit request, and she responded a day later, referring me to another department. I then contacted the department, which advised that the request had been received and would get feedback within 24 hours. Post 24 hours, I contacted FNB through the secure chat. Was on hold for 30 mins to chat to a service consultant who gave me a list of requirements to submit, which I was never told yesterday, including going to the branch. What is the point of private banking or even having a long-standing relationship with the bank ??????? Sure all my records are with the bank and now all of a sudden have to provide basic documents as if I am a new client.
1 reviews | Active since Jan 2020
Filed a case in december 2025. Being ****** by a carpenter for R 35000, who took all my money and hasnt completed my kitchen cupboards. Kitchen is INCOMPLETE. FILED A CASE C2276-12-2025. Today i recieve a call from the claims department, stating my claim
THIS POLICY IS A WASTE OF TIME AND MONEY, UNPROFESSIONAL SERVICE
1 reviews | Active since Jan 2020
Filed a case in december 2025. Being ****** by a carpenter for R 35000, who took all my money and hasnt completed my kitchen cupboards. Kitchen is INCOMPLETE. FILED A CASE C2276-12-2025. Today i recieve a call from the claims department, stating my claim
THIS POLICY IS A WASTE OF TIME AND MONEY, UNPROFESSIONAL SERVICE
1 reviews | Active since Jan 2020
Unresolved Account Access Issue – eWallet Extra
I am dissatisfied with the service received from First National Bank (FNB) eWallet Extra. I have contacted their support team repeatedly over the past three days to have my profile unblocked, yet the issue remains unresolved. With the last agent dropping the call in my ear.
1 reviews | Active since Jan 2020
Unresolved Account Access Issue – eWallet Extra
I am dissatisfied with the service received from First National Bank (FNB) eWallet Extra. I have contacted their support team repeatedly over the past three days to have my profile unblocked, yet the issue remains unresolved. With the last agent dropping the call in my ear.
1 reviews | Active since Jan 2020
**** to by FNB again
After downgrading my account because of hidden fees that FNB didn't disclose to me when I upgraded, my eBucks were negatively affected to I decided to revert back to the upgraded account. When I reverted back, I saw that FNB ordered a new card for me even though I already had one. Despite the consultant assuring me that the card is free of charge (go and listen to the recording!) FNB charged me R160 for the card and wanted to charge another R180 for delivery. And now, because of that charge, I went into the overdraft facility, which is going to cost me another R70, which is why I wanted to downgrade in the first place. I have once again been **** to by FNB and done in by their hidden fees. I want a refund of these fees, and once I get it, I am moving to another bank because I can't do this anymore.
1 reviews | Active since Jan 2020
**** to by FNB again
After downgrading my account because of hidden fees that FNB didn't disclose to me when I upgraded, my eBucks were negatively affected to I decided to revert back to the upgraded account. When I reverted back, I saw that FNB ordered a new card for me even though I already had one. Despite the consultant assuring me that the card is free of charge (go and listen to the recording!) FNB charged me R160 for the card and wanted to charge another R180 for delivery. And now, because of that charge, I went into the overdraft facility, which is going to cost me another R70, which is why I wanted to downgrade in the first place. I have once again been **** to by FNB and done in by their hidden fees. I want a refund of these fees, and once I get it, I am moving to another bank because I can't do this anymore.
1 reviews | Active since Jan 2020
FNB don't pay out Funeral Cover
FNB don't pay out Funeral Cover. Validating and phoning for relationship confirmation, but sadly no feedback to the Claimant
1 reviews | Active since Jan 2020
FNB don't pay out Funeral Cover
FNB don't pay out Funeral Cover. Validating and phoning for relationship confirmation, but sadly no feedback to the Claimant