Some FNB customers have reported troubles with the FNB online systems since last Friday (20 August).<\/p>\n
CEO of FNB Online, Lee-Anne van Zyl, said that users that struggled with the FNB online systems over the weekend were affect by abnormally high transaction volumes. “Our transaction volumes during the previous weekend and during last few days have been consistently high and slightly above normal for this time of month,” she said.<\/p>\n
In a separate incident users may have found themselves unable to login. “We experienced two very short periods of 5 minutes on Monday and Tuesday afternoon where the site did not accept logins. Customers who were already logged-in during these periods were able to transact normally,” van Zyl explained.<\/p>\n
“We do not expect a recurrence of these incidents,” she concluded.<\/p>\n
Part of the complaint we received was that the customer didn’t feel like they could escalate the problem to a higher level or find out what was going on or how long it would take to fix.<\/p>\n
FNB said that their Premier Banker clients all have designated bankers and that their telephone numbers appear on those clients’ monthly statements. For other customers FNB says they have an Online Contact telephone number to report problems (0860 11 22 44 in RSA and +2711 369 1088 in other countries).<\/p>\n