FNB Customer Care Contact Details

First National Bank (FNB) is one of South Africa’s oldest banks, with roots dating back to 1838. Whether you need help with your card, digital banking, home loan, business account, or a suspected fraud incident, FNB provides multiple support channels with 24/7 coverage for critical issues. Below you’ll find practical, up-to-date ways to reach FNB and get your query resolved as quickly as possible.

The details below focus on FNB South Africa (a division of FirstRand Bank Limited). If you bank with FNB in a different country (e.g., Namibia, Botswana, Zambia), use your local FNB site’s “Contact Us” page to find country-specific numbers and hours.

Primary Customer Care Channels (Fastest Ways to Reach FNB)

FNB supports customers through a combination of phone, app-based secure messaging, web self-service, and social media care teams. Emergency services (lost/stolen cards and suspected fraud) are staffed around the clock. General banking queries can be handled by phone or, often faster, via the FNB App’s Secure Chat, which routes your message directly to the right team after verifying your identity in-app.

When calling from South Africa, FNB’s 087 numbers are charged at standard network rates. From outside South Africa, dial the same number with the +27 country code. Keep your South African ID/passport, account or card number, and recent transaction details handy for verification.

• General enquiries (Retail, Digital, Cards): 087 575 9404 (24/7; from abroad dial +27 87 575 9404)
• Fraud, scams, and card emergencies: 087 575 9444 (24/7 rapid response)
• Website: https://www.fnb.co.za (Live Chat on selected pages; branch/ATM locator)
• FNB App: “FNB” by First National Bank (iOS/Android). Use Secure Chat and in-app call-back.
• USSD (South Africa): *120*321# for quick services on feature phones
• Social care: X (Twitter) @RBJacobs; Facebook facebook.com/FNBSA; Instagram @fnbsa (no personal banking shared publicly; expect a DM to move you to a secure channel)
• Head office/correspondence: FNB Bank City, 1 First Place, Simmonds Street, Johannesburg, 2001, South Africa

Using the FNB App and Online Banking for Support

The FNB App is often the fastest route to help because you’re already authenticated. Open the app, go to “Help” or “Secure Chat,” choose the product (for example, Cheque/Current, Credit Card, eWallet, Forex, Home Loan), and describe the issue. Most routine requests—limit changes, card activation, travel notifications, dispute initiation, and digital banking resets—can be completed in minutes without calling.

On online banking (https://www.fnb.co.za), log in and select the account or product you need help with, then look for “Help,” “Report Fraud,” or “Dispute” options. You can download stamped bank letters, bank statements (PDF), tax certificates, and proof of account instantly, which resolves many third-party documentation requests without a call.

Branches, ATMs, and In-Person Support

To find the nearest branch or ATM with cash/foreign exchange availability, use the branch locator at https://www.fnb.co.za and filter by services (e.g., “Card replacement,” “Business banker on site,” “Forex”). Typical branch hours in metropolitan areas are Monday to Friday 09:00–17:00 and Saturday 09:00–12:00, but hours vary by location and public holiday; always confirm on the locator before traveling.

For couriered cards and large cash withdrawals, contact the branch in advance to confirm stock and arrange collection. If you need a certified/stamped document, many branches can stamp downloaded statements from your app if needed by a specific third party, but FNB’s digitally signed/electronic documents are widely accepted.

Security and Fraud Emergencies

If you suspect fraud, a SIM-swap, a vishing/smishing attempt, or if your card/phone is lost or stolen, call FNB’s emergency line immediately: 087 575 9444 (24/7). Ask the agent to block relevant channels (cards, Online Banking, App, eWallet), place a temporary hold on suspicious activity, and log a formal fraud case number. Follow up in the app under “Report Fraud” to upload any supporting documents.

For card disputes, act quickly—card scheme rules generally require you to dispute unauthorized Visa/Mastercard transactions within 30–60 days of the transaction date for the best chance of recovery. For EFT/instant payment scams, report within hours; the sooner the beneficiary account is flagged, the better the prospects of recovery. Always obtain a case reference number and keep SMS/email evidence, beneficiary details, and timestamps.

Specialised Help: Home Loans, Forex, and Business Banking

Home loan customers can request settlement letters, statements, and payment arrangement reviews via the FNB App or Online Banking under “Home Loans.” If you’re moving or planning early settlement, budget for potential breakage costs on fixed-rate loans; variable-rate loans do not carry fixed-rate breakage but may include notice periods for settlement. For new applications, the digital journey provides status updates and document upload to reduce branch visits.

For Forex (travel cards, Swift transfers, and allowances), start in-app under “Forex.” You’ll see indicative fees, exchange rates, and documentation requirements (e.g., passport, proof of travel, SARS allowances). Exchange control limits are governed by the South African Reserve Bank; ensure your annual single discretionary allowance and foreign capital allowance usage is tracked within limits.

Complaints and Escalations

If you’re unhappy with a service outcome, ask the agent to escalate to a team leader and request a formal complaint case number. Provide precise facts: dates, amounts (in rand), account numbers (partial for security), and any promised SLAs. FNB will typically acknowledge a complaint and provide a resolution timeline; keep all written communication.

If a complaint remains unresolved after FNB’s internal process, you may escalate to the Ombudsman for Banking Services (OBS) for South Africa. Visit https://www.obssa.co.za to submit a case online; the OBS process is free to consumers and requires that you first attempted to resolve the issue with your bank. Upload the FNB complaint reference, correspondence, statements, and supporting documents to avoid delays.

What to Have Ready Before You Contact FNB

Preparation speeds up resolution and reduces back-and-forth. For identity verification and transaction-specific issues, FNB will ask for details that only you can supply. If you’re calling from abroad, ensure your roaming is active or use app-based Secure Chat over Wi‑Fi to avoid call costs.

• Identification: South African ID/passport, and your full name as per the account.
• Account specifics: account or card’s last 4–6 digits, recent transactions (amount/date/merchant), and any debit order references.
• Case information: screenshots of errors, SMS alerts, proof of payments (with timestamps and reference numbers), and prior FNB case numbers.
• Travel/fraud context: travel dates and countries, device change/SIM-swap dates, and any third-party correspondence involved in the dispute.

Important Notes

Numbers and processes can change. If in doubt, verify via the official site (https://www.fnb.co.za) or the FNB App before sharing any personal information. FNB will never ask you to share your password, OTP, or CVV over email, SMS, or social media. When in doubt, disconnect and call FNB’s published numbers directly.