First National Bank
Made to feel like a criminal

Never had a problem with FNB until now. I wanted to make use of my internet banking, however I changed my cell phone number and I cannot see what the OTP number is as I no longer have the cell number listed on their systems. I called the online banking people today and was advised that before they can change my number I need to pass the security checks first. I was informed that a set of random questions will be asked to check my credit rating and then an automated set of questions will be asked where I will be requested to enter my card number and pin etc. So we proceeded with the questions, asked me a set of questions and was informed that my credit authentication failed and that my details cannot be updated. I asked if we could attempt the questions again, No only in two weeks again or I must visit the branch for them to assist me. I do understand that there needs to be security questions in place to avoid, however it's not like I was wanting to take out a loan and why the credit check? when all I wanted to do was change my cell phone number. I never had such hassles when I wanted to change my contact number for my cell phone banking, now why on internet banking.

Company: First National Bank
Country: South Africa
City: Head Office

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