Tough times indeed. I have the utmost respect and empathy for FNB's tech teams over the last couple of days as they battled against the gremlins of infrastructure. And more than that - I have sympathy for the reams of FNB clients that were put out at month end.
I'm a client. I couldn't log in either and I know how disruptive these down-times can be. Especially at the beginning of the month.
While nothing can excuse the ordeal, I'm pretty proud of all the teams that were involved, not only for their commitment to fixing the problem (they had to, didn't they) - but mostly to the transparency with which they handled it.
I was involved on the side when the first messages had to go up over the login fields, and what will stay with me from this experience - is that there wasn't a question of how to spin it. There wasn't a question of how to put some legally disclaimer up. There wasn't a question of how to get around the issue. It was only about telling the truth, offering any alternatives we could and just trying to alleviate the stress of our customers.
It's the best you could hope for in a situation as critical as this. And also, once we're past the pain, an amazing indicator of how critical the channel of the future is.
A note from Michael Jordaan - from all of us.
FNB Online Banking Restored
While I sincerely hope that you have not been affected, you may have been one of our unfortunate customers who experienced slow response on our internet banking platform.
Please accept my sincerest apologies for the poor levels of service on our online banking systems over the last two days.
The cause of the slow system response was a major upgrade over the preceding weekend that resulted in huge increase in volumes. However, I wish to assure you that our systems are now fully restored.
I hope to see you back on our internet banking portal in the next few days and once again offer my apologies for the inconvenience caused.
For any further assistance, please contact your Relationship Manager or FNB Online our call centre on 086011 22 44.
Chief Executive Officer
PS I'm bracing for some anger in the comments. Ol' RB will be around on this blog to answer any questions you may have...