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thomas H
Active since Jun 2016
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12 reviews2 months ago
FNB Private Wealth — 2 weeks for a simple TFSA question, still no answer
FNB Private Wealth -- 2 weeks for a simple TFSA question, still no answer Case Reference: CAS-4925388-K0H0S3 (CRM:0001522157118) We are FNB Private Wealth clients paying premium monthly fees for what is marketed as dedicated, personalised service. What we have received instead is 2 weeks of being ignored, redirected, and given incorrect information -- for a simple question about our Tax-Free Savings Account (TFSA). WHAT WE ASKED On 25 March 2026, my wife Beverley emailed our assigned Private Wealth Advisor asking a straightforward question: "How much money can I still deposit into my TFSA for this financial year -- including the tax-free shares account and tax-free savings account?" That's it. A basic account query. The kind of thing a Private Wealth Advisor should be able to answer in minutes. WHAT ACTUALLY HAPPENED -- A TIMELINE OF FAILURE Day 1 -- 25 March 2026: - Beverley emails our advisor, Ntombi Moremi (nee Bungane), with the question. - Ntombi responds with generic copy-paste instructions on how to download a statement from the FNB app. This does not answer the question. - I follow up asking if she can just send us the statement. No reply. - I follow up again that evening: "Kindly respond." No reply. Day 2 -- 26 March 2026: - Ntombi finally replies the next morning -- but talks about the cost of ordering a statement and attaches a pricing guide. Still not answering the actual question. - I clarify again: "Just tell us how much we can still pay in for this year not to exceed the R46K limit." - Ntombi provides partial figures (R36K contributed, R45K remaining for this year) -- but only for the savings account, not the shares account. - I tell her: "This doesn't seem correct, please go and double-check everything." - She then redirects us to a phone number for the Share Invest team, telling us to call them ourselves. - I reply: "Please stop redirecting us, we want the correct information presented here. TFSA can be shares and normal savings and withdrawals can also occur. We want the entire picture without having to run around and sit on calls or login etc." - Ntombi apologises, says she has "sent through the request" and will provide feedback once received. - She never follows up. Ever. Day 3 -- 27 March 2026: - I acknowledge her message and wait for the promised feedback. - Nothing comes. Days 4-6 -- 28-30 March 2026: - Silence. No update. No follow-up. Nothing. Day 7 -- 31 March 2026: - After a full week of silence, I email Ntombi demanding a manager be included in the discussion: "I need to understand why it takes 7 days to get a basic answer like this." - Ntombi is now apparently out of office. Her auto-reply is not even properly set up -- it literally says "please contact (insert name) and (insert email)" with the placeholder text still in place. Completely unprofessional. - I escalate to the FNB Private Wealth Service Suite (servicesuite@fnbprivatewealth.co.za), CC'ing Victoria Hardie (the second advisor listed on the team) and Lytania Johnson. - Lytania Johnson's email bounces -- "550 Address rejected." So they gave us a contact person whose email doesn't even work. - The Service Suite sends an automated acknowledgement: "One of our advisors will be in touch with you shortly." Case number CAS-4925388-K0H0S3 is created. - Nobody gets in touch. Day 10 -- 3 April 2026: - I follow up on the case with "???" -- hoping someone, anyone, will respond. - No response. Day 11 -- 4 April 2026: - I post publicly on LinkedIn: "FNB South Africa we've been waiting 9 days for a response from you. CAS-4925388-K0H0S3." - No response from FNB. Day 14 -- 7 April 2026 (today): - I try emailing again, asking "Can someone please explain to me why nobody is helping?" -- CC'ing Victoria Hardie and Ntombi Moremi. - Ntombi Moremi's email now bounces -- "not authorized to send to recipient because the sender isn't on the recipient's list of senders to accept mail from." So now our own assigned advisor's email rejects our messages entirely. - Still no response from Victoria Hardie. - Still no response from the Service Suite. - Still no response to the LinkedIn post. - Still no answer to the original question. THE BOTTOM LINE - Simple question asked: 25 March 2026 - Days elapsed: 14 and counting - Answer received: None - People who were supposed to help: 3+ (none did) - Escalation attempts: Email, Service Suite case, LinkedIn -- all ignored - Emails that bounced: 2 (Lytania Johnson's doesn't exist; Ntombi Moremi's now blocks us) This is not a complex request. This is not a dispute or a complaint about a transaction. We asked our Private Wealth Advisor how much contribution room is left on a TFSA. That's it. We pay premium fees every month for this service. FNB Private Wealth markets itself as offering "dedicated advisors" and "personalised service." What we got was: - Copy-paste app instructions instead of actual answers - Incorrect and incomplete information - Being told to phone other departments ourselves - A promise to follow up that was never kept - An out-of-office auto-reply with placeholder text still in it - Bounced emails to people who supposedly work there - Total silence from the Service Suite after opening a case - Zero response to a public LinkedIn post We are evaluating whether FNB Private Wealth offers any value whatsoever for the premium we pay, and whether it's time to move our banking elsewhere. PEOPLE INVOLVED 1. Ntombi Moremi (nee Bungane) -- Private Wealth Advisor, FNB Private Wealth Email: Ntombi.Moremi@fnb.co.za Phone: +27 87 030 1599 (also listed as +27 87 575 1599 in some signatures -- inconsistent) Outcome: Assigned advisor. Gave incomplete/incorrect answers, redirected us to phone numbers, promised to follow up and never did. Email now bounces when we try to contact her. 2. Victoria Hardie -- Private Wealth Advisor, FNB Private Wealth Email: Victoria.Hardie@fnb.co.za Phone: +27 64 642 3206 Outcome: Listed as secondary contact on the team. CC'd on multiple emails. Has never responded to a single message. 3. Lytania Johnson -- FNB Private Wealth Email: Lytania.Johnson@fnb.co.za Outcome: CC'd on escalation. Email bounces -- address does not exist. 4. FNB Private Wealth Service Suite Email: servicesuite@fnbprivatewealth.co.za Phone: +27 87 730 6000 / International: +27 11 245 5080 Outcome: Sent automated case acknowledgement on 31 March. No human has responded since. Case Number: CAS-4925388-K0H0S3 CRM Reference: CRM:0001522157118 Date Opened: 31 March 2026 Status: Unresolved -- no human contact since case was opened
1 reply
5 months ago
Terrible Service, stay far away
This was my original LinkedIn post. You said that you would get back to me after I give you the order number but you never did and just continued ignoring my comms. I am writing to express my disappointment with the delivery and assembly service I received from your company. Firstly, I was not informed in advance that the furniture assembly would take place on my premises. Had I known this, I could have prepared the space accordingly. Instead, I had to hastily clear our lounge areas while your team was present, which was both stressful and inconvenient. Secondly, your delivery team left without any communication or notification that they had completed the job. When I checked, I discovered that all the packaging boxes had been left outside in our yard, and nails and Styrofoam debris were scattered throughout our lounges where the 2-meter tall bookshelves were assembled. This level of service is unacceptable. I expected professional conduct, which would include proper communication, advance notice of assembly procedures, and cleanup of all debris and packaging materials before departure. I am extremely dissatisfied with this experience and, regrettably, will not be ordering from Decofurn Furniture in the future. I trust you will take this feedback seriously and improve your service standards for other customers.
0 replies
7 months ago
Bad Service
As per my LinkedIn post that you have now ignored I am writing to express my disappointment with the delivery and assembly service I received from your company. Firstly, I was not informed in advance that the furniture assembly would take place on my premises. Had I known this, I could have prepared the space accordingly. Instead, I had to hastily clear our lounge areas while your team was present, which was both stressful and inconvenient. Secondly, your delivery team left without any communication or notification that they had completed the job. When I checked, I discovered that all the packaging boxes had been left outside in our yard, and nails and Styrofoam debris were scattered throughout our lounges where the 2-meter tall bookshelves were assembled. This level of service is unacceptable. I expected professional conduct, which would include proper communication, advance notice of assembly procedures, and cleanup of all debris and packaging materials before departure. I am extremely dissatisfied with this experience and, regrettably, will not be ordering from Decofurn Furniture in the future. I trust you will take this feedback seriously and improve your service standards for other customers.
0 replies
29 months ago
Several days, prepaid esim still not working
Tried for several days now to get a working prepaid esim. MTN New Market can't get it working and MTN Twitter just replies with generic sorry messages.
0 replies
44 months ago
Vodacom Fibre down again for 24 hours and counting
Fibre has been down for almost 24 hours now. SR221025-455608
2 replies
65 months ago
Extremely poor communication. Poor support.
Extremely poor communication: registered my daughter on the 11th of Jan 2021, they contacted me 2 weeks later to inform me that the debi check wasn't accepted. I told them I never received any mandate on the app and our banker confirmed nothing came through. After several days of trying to sort out the debi check issue, I gave up due to no response. The last lady I spoke to said I can then change it to EFT if I send an email to finance, which I did. Still no response. I then went onto Facebook messenger and spoke to a guy called Andrew Dry. He informed me that the debit check failed because the account holder name was incorrect, after I sent them a proof of account from the bank, but I explained that it's a joint account, I only received this information on the 25th of Jan 2021. I then told him that we should just change it to EFT and not struggle with the debi check process. I then had to fill in another form manually and scan it back via mail and then I had to pay an extra deposit of R 3804.45 over and above the R 6k I already paid. I am still without any textbooks. Such a frustrating process. Oh, and forget about contacting their call centre, you'll wait forever and just get a message that they're too busy and that they'll call you back, which they never do.
1 reply
68 months ago
Diamond in the Rough
You're not going to get this type of personalised service when buying toys elsewhere, that's for sure. I also got free delivery in the Alberton area, bonus.
1 reply
72 months ago
Vodacom Fiber constantly down for up to several hours at a time
Our Vodacom Fibre connection in the Alberante, Alberton area (Reading Golf Course) has been down several times this week and is currently off. We need to now escalate this issue to anyone higher in management because this has become simply ridiculous.
4 replies
83 months ago
R 145 for home loan statements
We sold a property (not more than 4 months ago) and needed the home loan statements for the property for the 2018/2019 tax year. FNB removed the property from our profile and there is no way to retrieve the statements on our online profile. Requesting the statements is R 29 per statement and they have to extract 5 statements separately for some reason. So R 145 for statements. Thanks, FNB, you're the best. It's not like we pay a fkn sh**load of money in fees already.
0 replies
85 months ago
I canceled my fixed line but they're still billing me
I canceled my fixed line (cancel service request sent on 2019-04-07) using their online cancellation process (cancel service request number ********** 5). I got a confirmation that my case was resolved. Case Number ********** 5. Yet Telkom is still charging me this month after the month's notice I already gave to them to cancel.
0 replies
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