First National Bank
Online Banking call centre messing me around

Whenever I use my online banking, the OTP gets sent to my old number. When I requested that the number be changed to my new number, I was told (by the online banking call centre) I had to go to an FNB branch to get it sorted out. Today I went to an FNB branch and asked for the number to be changed. The lady who assisted me told me that she had put in "an instruction" for my old number to be changed and that I should call online banking call centre and they will finalise the change. When i called the call centre, the lady i spoke to asked me "random" security questions which i answered correctly and then she told me i needed to go to an FNB branch and they (the FNB branch) should call online banking in my presence and complete the change. I told her i have just been there and was told to call online banking call centre. She told me that the person who told me that did not follow procedure. Now who is a fool in this whole situation? Its me because i have to waste my time and petrol and drive to the branch AGAIN. I'm starting to loose faith in FNB. "How can we help you" is turning into "We cant help you".

Company: First National Bank
Country: South Africa
City: Online Banking

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