FNB Internet Banking

As part of my metamorphosis into a neurotic accountant, I get to use FNB’s internet banking service on a weekly basis.

I quite like their site. It’s much simpler than Nedbank’s, for example, and everything is where you’d expect it to be, available with minimal fuss. However, at the moment it has one rather fatal flaw, leading me to become even more neurotic. Last week it crashed (not for the first time), which, having worked in the industry, I can sympathise with. It’s annoying, but after an unspecified period of time it’s up again.

However, today it’s worse. It’s losing payments.

Twice the confirmation screen failed to come up, but when I checked the payment history, the payment was reflected, so I carried on. However, the 3rd time the confirmation screen failed (each time with a different, equally useless error message as far as the client is concerned), I checked the payment history, and their was none. Logging out, and logging in again, I checked it, only to find that most of today’s payments had gone missing. Our balance was looking nice and healthy, but most of the payments weren’t reflected.

Now working on the assumption that the payments will at some stage reflect (and if they don’t it’s a serious disaster for them, and their poor staff will have their hand’s full with queries over the next few months), it’s still a serious problem. I could make duplicate payments, and, assuming the system behaves as if the balance
shown is correct, I could also go ahead and make other payments, and end up with a huge negative balance once everything catches up. The system will probably automatically start charging interest, and or sending nasty letters to the ‘defaulting’ clients.

Their are clearly serious problems behind the scenes at FNB.

12 comments

  1. I think at that same time the Internet banking told me I had a healthy availiable balance but my account balance was zero. If anything these would generaly be the other way around. It’s not the hardest thing in the world to write some software checks for impossible instances like this especialy when the account is has no credit/budget plan.

  2. I found this site trying to find someone at FNB prepared to take my complaint. I am sick & tired of making endless calls to their call centre and then not getting any joy when they promise to call back. Why lie to me? If you don’t want to call back, say so, and I won’t wait.

    At present I have had no internet banking for over two weeks. I’ve even personally intervewed my branch manageress with no success – she is as helples as I am

  3. For the past approximately 2 weeks I had no joy with FNB regarding activating my OTP (One Time Pin) to transact transactions. I am unable to pay my accounts such as Discovery Health etc. This has now become a problem which I will not be sure if someone has logged into my Internet Banking account committing fraud without me knowing by notification by cell phone.
    FNB is concerned about fraudulent activities on their client accounts and verifying one details, but unable to assist with a simple OTP pin. I have been phoning Discovery, they were more than happy to assist me telephonically on the FNB website and navigating me through all possibilities. I contacted FNB and asked to assist me, and then you have one unhappy client because of poor service.
    FNB telephonically validated my personal information and I gave my new details through that my cell phone number has changed. The previous cell was a business cell phone and was given back to the company. I had to obtain a new number starting at a new job. FNB first assisted by having the details changed and then still no notification of me logging on to the FNB Internet Banking website via my cell phone. I phoned again and then FNB couldn’t assist because now they referred me to a FNB branch to have my OTP activated there and my cell number has been updated on the mainframe. Strange phoning FNB and they said to me that my cell number still reflect incorrectly as 083 593 7365, but FNB updated my cell number on the mainframe as 083 539 7365. How can this be??? Is it that your systems do not properly integrated and not syncing/updating various systems co-currently?
    I mean really, today again I phoned FNB and more than willing to assist me; logging a call; all of a sudden to have my OTP number updated. FNB said that everything will be in order within 2 hours time. I made the phone call around 13:00 29th October 2007 and I expected that the problem would be resolved by 15:00 today. I logged on to the Internet to check that FNB committed themselves that all will be in order, and still no joy!

    At the FNB branch looking for someone to assist me and everyone to busy doing their own thing. I walked up to the lady sitting at her desk and asked her to assist me with an OTP problem. She asked for my ID which I provided and she took a minute of her busy schedule finishing up, doing what she is doing. She updated my new cell number on your system, but why didn’t the number reflect correctly when I phone FNB as soon as I got back to the office?
    I really need this problem sorted urgently! What is the point of having FNB Internet Banking if you can’t pay some accounts? I cancelled my accounts with other banks believing that FNB is the best!
    What will you guys do to make this client happy and retaining him?

  5. Wat verwag julle moet die kliente doen om hoegenaamd enige diens of hulp uit julle te kry. Dit voel of my slukpyp van my maag verwyder is, so sukkel ek om enige hulp te kry. Ons het na Australie verhuis op 5/3/08 en tot my bittere spyt my Suid Afrikaanse tjekrekenig by FNB behou. By ons Thabazimbi tak kry ons die vriendelikste en wonderlikste diens vanaf Mev. D. Jacobs en so graag as wat sy ons wil help, so goed is haar en al die ander personeel se hande afgekap. Kortweg, ons internet logg-on besonderhede het verlore geraak en daar is geen moontlike of maklike manier om dit weer te herwin nie. Ek skakel op ‘n daaglikse basis vanaf Perth Australie om hulp na FNB Suid Afrika en is elke keer so gefrustreerd met die onproffesionele, lakse, onwillige, onvriendelike manier waarmee ons kwansius gehelp word, dat dit makliker gaan wees om terug te vlieg en my geld te onttrek en ons rekening te sluit as om verder so te sukkel. In AU kry jy op jou fodafone ‘n Super cap foonkaart. Betaal $79 vir hom en ontvang $500 praattyd. Dit is my tweede kaart vir die week en nog steeds geen vordering met FNB nie. Reken hierby die tydsverskil van 7 ure in, sal jul sien dat ek ook bittermin tyd kry vir enige iets anders, dit sluit slaap in.
    Om TBZ tak toestemming te gee om namens my te handel, moet ek ‘n mandaat laat teken by die immigrasie ambassade en die is 5000km van ons af, so dit is uitgesluit. Telefoon nommers wat ek tot dusver geskakel het is:0860328257, 086011112244, 0861100141, 0835615080 die persoon het my verwys na iemand anders – by 0113030006 – sy het net ‘n voicemail met ‘n forwarding nr wat vlg die SA netwerk nie meer bestaan nie. Iewers in die harwar van, van die een na die ander persoon, het ‘n manspersoon wat in ‘n “regstellende posisie” aangestel is, (al die ander bitter onhulpvaardige persone is in soortgelyke poste,) vir my gese ek moet my tak skakel waar ek my rekening oopgemaak het en hulle moet vir my die inligting gee. Tak weereens geskakel en met ‘n nog vriendelike hulpvaardige dame gepraat, is ek weereens verseker dat een van die persone by een van die bogenoemde nr’s my moes help. Hulle wil nie en kan nie, so asb, wil IEMAND iewers in hierdie maatskappy my nie asb laat weet wat staan my te doen nie!!!!

  6. I cannot get much joy out of anyone and cannot find the correct department to go to online for the following: I had a Hyperama Account many years ago (underwritten by FNB). It was. however, closed about 4 or 5 year ago. Never heard anything, destroyed the card and relaxed… WRONG!!! All of a sudden I get a statement with an annual renewal fee of R60. Now I’m getting threats of being reported for ‘poor payment profile’! I also phoned around and was asked to write a letter to explain. Ha Ha. E-mail address given (fnb@cms_group.co.za) is not recognized, even though each character was checked. Anybody….Help!

    P.S. Didn’t realise FNB was so hardup for clients that they activate old accounts without consent or request. Or might that be an opening to fraud. I wonder….

  7. for how long must wait wait, i have been applied for internet banking but up to now i didn`t get my pin or any notifications. Pls let me know weather i will be helped or not otherwise i will change my bank to the other one.

  8. I suggest you contact FNB, posting on my blog isn’t likely to get their attention 🙂

  9. hi

    how can i get a ticket for 2010;because im withdrwawing every 5 times per week?

  11. I RECEIVED A SMS FROM FNB, RE: INTERNET BANKING.

    HOW DO I ACTIVATE THIS?

    PLEASE RESPOND

  12. Berenice, I suggest you contact FNB for assistance. I’m closing comments on this post, as the most recent comments all seem to think I’m FNB 🙂

Comments are closed.