FNB says despite initial teething problems with its new online banking Web site that was launched on Sunday, the system is now performing well.
The bank has been facing a barrage of complaints and queries from customers after the new Web site went live, with complaints ranging from an inability to login to an error message popping up when trying to make a payment.
However, FNB online banking CEO Lee-Anne van Zyl says it has been "a relatively smooth transition for a change of this magnitude", despite a lot of negative reaction.
"Despite initial teething problems with regard to functional defects, the system is now performing well and we are on a daily basis expediting the resolution of intermittent defects," says Van Zyl.
Van Zyl confirmed that the FNB call centre is experiencing a big increase in call volumes, but says this was expected. "We expect it to stay like this for at least another week," she says.
The new portal is currently upholding peaks of 1 600 logins per 15 seconds compared to the average of 180 logins per 15 seconds, says Van Zyl.
"We have also added support structures including tutorials on how to make use of the new online banking which can be found on our Web site. Customers can also log any online banking issues by sending a mail to newsite@fnb.co.za."
Social media sites have been abuzz throughout the week with people sharing thoughts and grievances about the new FNB site. Van Zyl says conversations on the FNB social media channels are being closely monitored and the bank is proactively responding to customer issues and complaints.
"Over 3 000 conversations have been recorded across all platforms and the overall sentiment towards the new online banking platform is mixed as expected, but leaning towards positive," says Van Zyl.
"Despite negative commentary, we are beginning to record a reduction in overall negative engagement as clients grow accustomed to the new platform and minor technical matters are addressed by the online banking team."
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