Based on recent customer reviews, FNB (First National Bank) is facing significant customer dissatisfaction across most service dimensions. Customers consistently report frustration with unresolved disputes, prolonged ***** investigations, account closures without explanation, and difficulty accessing funds. While isolated branch staff receive praise for going beyond expectations, systemic issues with call centres, secure chat, and complaint resolution dominate the feedback landscape.
TrustIndex
3.4
Ranking
#5
in Banking
NPS Score
-61
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, FNB (First National Bank) is facing significant customer dissatisfaction across most service dimensions. Customers consistently report frustration with unresolved disputes, prolonged ***** investigations, account closures without explanation, and difficulty accessing funds. While isolated branch staff receive praise for going beyond expectations, systemic issues with call centres, secure chat, and complaint resolution dominate the feedback landscape.
The most common complaint about FNB (First National Bank), based on Hellopeter's AI analysis of recent customer reviews, is Staff & Branch Experience. Branch experiences are mixed, with named consultants like Neo, Kearabilwe, and Lethabo receiving genuine praise. However, many customers report rude staff, dismissive attitudes, branches unable to assist with basic queries, and being sent away to call centres rather than helped in person.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jan 2020
I dont understand the communication between Fnb and nimble collections I constanly receive calls from nimble claiming that I have R1387. 50 outstanding on my Fnb loan account but when I log on to my Fnb app it says I only have R680 outstanding on the account that Iam more then willing to pay but I refuse to pay the amout that nimble claims to be outstanding can I have this fixed so I can pay the full amount of R680 as stated on my fnb app!!!!
1 reviews | Active since Jan 2020
I dont understand the communication between Fnb and nimble collections I constanly receive calls from nimble claiming that I have R1387. 50 outstanding on my Fnb loan account but when I log on to my Fnb app it says I only have R680 outstanding on the account that Iam more then willing to pay but I refuse to pay the amout that nimble claims to be outstanding can I have this fixed so I can pay the full amount of R680 as stated on my fnb app!!!!
1 reviews | Active since Jan 2020
FNB is, without exaggeration, one of the most disgraceful banking institutions I have ever dealt with. Imagine entrusting a bank with millions, only to discover that when ***** happens, the bank treats YOU like the inconvenience while protecting the *****sters. That’s the FNB experience. As a Private Client with a cash balance well into the millions, I expected professionalism, urgency, competence, and at the very least, basic intelligence. Instead, I was met with shocking incompetence from a so-called “private banker” who sounded like they had been dragged out of bed in a shack wearing a dressing gown — completely incapable of answering even the simplest questions. No accountability. No urgency. No understanding of high-net-worth client service. Just excuses, arrogance, and staggering levels of incompetence. FNB markets itself as a premium bank, but behind the glossy adverts is a circus of underqualified staff, broken systems, and absolute indifference toward clients being ****med or de*****ed. The most terrifying part? Your money is genuinely safer under your couch cushions than in the hands of this bank. I have never experienced such a catastrophic collapse in customer service, professionalism, and trust from a financial institution in my life. If you value your money, your sanity, or your security — stay far away from FNB.
1 reviews | Active since Jan 2020
FNB is, without exaggeration, one of the most disgraceful banking institutions I have ever dealt with. Imagine entrusting a bank with millions, only to discover that when ***** happens, the bank treats YOU like the inconvenience while protecting the *****sters. That’s the FNB experience. As a Private Client with a cash balance well into the millions, I expected professionalism, urgency, competence, and at the very least, basic intelligence. Instead, I was met with shocking incompetence from a so-called “private banker” who sounded like they had been dragged out of bed in a shack wearing a dressing gown — completely incapable of answering even the simplest questions. No accountability. No urgency. No understanding of high-net-worth client service. Just excuses, arrogance, and staggering levels of incompetence. FNB markets itself as a premium bank, but behind the glossy adverts is a circus of underqualified staff, broken systems, and absolute indifference toward clients being ****med or de*****ed. The most terrifying part? Your money is genuinely safer under your couch cushions than in the hands of this bank. I have never experienced such a catastrophic collapse in customer service, professionalism, and trust from a financial institution in my life. If you value your money, your sanity, or your security — stay far away from FNB.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service I’ve received regarding the activation of my FNB business account. It has now been 3 weeks, and despite consistently following up, calling multiple times, and even going into the branch in person, the issue still has not been resolved. As a business owner, delays like this directly impact operations, payments, and overall business functionality. My business has effectively been unable to operate properly due to the ongoing delays and lack of urgency from FNB’s side. What is most frustrating is the lack of communication and accountability throughout the process. Each follow-up feels like starting from scratch, with no clear resolution or timeline provided. I expected far better service and efficiency, especially for a business banking account where time is critical. This experience has been incredibly stressful and disappointing.
1 reviews | Active since Jan 2020
I am extremely disappointed with the service I’ve received regarding the activation of my FNB business account. It has now been 3 weeks, and despite consistently following up, calling multiple times, and even going into the branch in person, the issue still has not been resolved. As a business owner, delays like this directly impact operations, payments, and overall business functionality. My business has effectively been unable to operate properly due to the ongoing delays and lack of urgency from FNB’s side. What is most frustrating is the lack of communication and accountability throughout the process. Each follow-up feels like starting from scratch, with no clear resolution or timeline provided. I expected far better service and efficiency, especially for a business banking account where time is critical. This experience has been incredibly stressful and disappointing.
1 reviews | Active since Jan 2020
Complaint 7325124NF CASED CLOSED WITHOUT ISSUE RESOLVED!!!DO LETS TRY THIS AGAIN I have a recurring issue of funds disappearing from my account, at first i ignored it but now it getting out of hand. None of the Aspire service suite consultants can assist in fact all they say is they can only assist me with what they can see meaning that they cannot account or comment on missing funds. They have also confirmed that there are no fees that I was charged, further supporting my query that money just disappeared from my account.Unfortunately I cannot screenshot my conversations with 2 of the FNB consultants and paste it here. In my inconact messages which they referred me to I can clearly see I had R2124, I withdrew R2000 and the available balance was R124. A few seconds later I log back in to my account and find that I have R4 available left. My monthly fees went off yesterday so it's definitely not those!If this was an ATM charge then surely R2.70 for every R100=R54 in which case R70 should be in my account? I also don't want some lazy excuse of available vs balance story because I dont no have an overdraft facility infact i am well aware of every single transaction that goes off my account because I personally fund every single transaction I am about to make from my savings. My available funds were R2124 withdrawn R2000=R124 remaining, R120 disappeared now I am left with R4 available.I was referred to the complaints department to assist regarding the missing funds. I sent the person handling this case my screenshot of incontact message which clearly shows what my balance was before withdrawing and that indeed 120 disappeared
1 reviews | Active since Jan 2020
Complaint 7325124NF CASED CLOSED WITHOUT ISSUE RESOLVED!!!DO LETS TRY THIS AGAIN I have a recurring issue of funds disappearing from my account, at first i ignored it but now it getting out of hand. None of the Aspire service suite consultants can assist in fact all they say is they can only assist me with what they can see meaning that they cannot account or comment on missing funds. They have also confirmed that there are no fees that I was charged, further supporting my query that money just disappeared from my account.Unfortunately I cannot screenshot my conversations with 2 of the FNB consultants and paste it here. In my inconact messages which they referred me to I can clearly see I had R2124, I withdrew R2000 and the available balance was R124. A few seconds later I log back in to my account and find that I have R4 available left. My monthly fees went off yesterday so it's definitely not those!If this was an ATM charge then surely R2.70 for every R100=R54 in which case R70 should be in my account? I also don't want some lazy excuse of available vs balance story because I dont no have an overdraft facility infact i am well aware of every single transaction that goes off my account because I personally fund every single transaction I am about to make from my savings. My available funds were R2124 withdrawn R2000=R124 remaining, R120 disappeared now I am left with R4 available.I was referred to the complaints department to assist regarding the missing funds. I sent the person handling this case my screenshot of incontact message which clearly shows what my balance was before withdrawing and that indeed 120 disappeared
1 reviews | Active since Jan 2020
I am extremely disappointed and frustrated with the handling of my recent application for temporary payment relief on my home loan account. I have been a loyal customer of this bank for over 7 years and have consistently maintained my account in good standing. I recently reached out for short-term financial relief due to genuine hardship linked to urgent family medical responsibilities involving my 65-year-old mother, who is currently suffering from serious and worsening eye and mobility complications requiring specialist care. Despite clearly explaining my situation, my application was declined with a standard response outlining eligibility criteria, without any meaningful consideration of my circumstances or any effort to explore alternative support options. What is most disappointing is the lack of empathy and discretion shown toward a long-standing customer who has always honoured their commitments and only asked for temporary assistance during a difficult period. Financial institutions often speak about customer-centric service and support during hardship, but my experience in this instance has not reflected that. I expected at minimum a conversation or alternative solution, rather than a blanket rejection based strictly on criteria that do not reflect the broader context of my situation. I am now left disappointed in the level of support received and hope this matter can be escalated for proper review by a senior team member.
1 reviews | Active since Jan 2020
I am extremely disappointed and frustrated with the handling of my recent application for temporary payment relief on my home loan account. I have been a loyal customer of this bank for over 7 years and have consistently maintained my account in good standing. I recently reached out for short-term financial relief due to genuine hardship linked to urgent family medical responsibilities involving my 65-year-old mother, who is currently suffering from serious and worsening eye and mobility complications requiring specialist care. Despite clearly explaining my situation, my application was declined with a standard response outlining eligibility criteria, without any meaningful consideration of my circumstances or any effort to explore alternative support options. What is most disappointing is the lack of empathy and discretion shown toward a long-standing customer who has always honoured their commitments and only asked for temporary assistance during a difficult period. Financial institutions often speak about customer-centric service and support during hardship, but my experience in this instance has not reflected that. I expected at minimum a conversation or alternative solution, rather than a blanket rejection based strictly on criteria that do not reflect the broader context of my situation. I am now left disappointed in the level of support received and hope this matter can be escalated for proper review by a senior team member.
1 reviews | Active since Jan 2020
I am extremely frustrated with the poor service I’ve been receiving from FNB. For the past few weeks, I have been trying to obtain a card cancellation confirmation letter, which I urgently need. Despite multiple requests, the document keeps being sent to the wrong email address, even though I have corrected this several times. To make matters worse, when I reach out to advisors via the app, they are unwilling to assist or resolve the issue. There seems to be no urgency or accountability in handling my request. I spoke to Sharon just now and she ended the chat before I could get assistance. That’s was so rude This ongoing delay is unacceptable, especially given how simple this request should be. Reference: CAS-5312586-D4Q7Q5 I urgently need this matter resolved and the correct letter sent to my email address without any further delays. My email address is [email protected] FNB, please address this as a matter of urgency.
1 reviews | Active since Jan 2020
I am extremely frustrated with the poor service I’ve been receiving from FNB. For the past few weeks, I have been trying to obtain a card cancellation confirmation letter, which I urgently need. Despite multiple requests, the document keeps being sent to the wrong email address, even though I have corrected this several times. To make matters worse, when I reach out to advisors via the app, they are unwilling to assist or resolve the issue. There seems to be no urgency or accountability in handling my request. I spoke to Sharon just now and she ended the chat before I could get assistance. That’s was so rude This ongoing delay is unacceptable, especially given how simple this request should be. Reference: CAS-5312586-D4Q7Q5 I urgently need this matter resolved and the correct letter sent to my email address without any further delays. My email address is [email protected] FNB, please address this as a matter of urgency.
1 reviews | Active since Jan 2020
They have the worst online customer service. You wait 30 minutes before you are attended and their system doesn't even release you so that you can start a new chat with someone who is available. Their secure chat system sucks!
1 reviews | Active since Jan 2020
They have the worst online customer service. You wait 30 minutes before you are attended and their system doesn't even release you so that you can start a new chat with someone who is available. Their secure chat system sucks!
FNB (First National Bank) scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Banking, compared to the Banking industry average of 1.4. Their strongest theme is Branch Experience (1.4); their weakest is Customer Service (1.1). The top AI-rated Banking business on Hellopeter is GoTyme Bank | Formerly TymeBank (2.6). How is the AI Score calculated? →
FNB (First National Bank) has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 6,813 reviews in the last 12 months. Hellopeter has tracked FNB (First National Bank) across 106,054 total reviews. How is the TrustIndex calculated? →