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COVID-19 relief solutions

Our interventions will be executed in phases, with the first assisting those clients who demonstrate sound banking behaviour, such as having honoured their repayments to the bank on a consistent basis prior to COVID-19.

For those customers who qualify, our COVID-19 interventions are available for a period of three months, and will cover the following:

  • A payment break for clients in good standing with Business Loans (such as Business Loan, Business Revolving Loan or a Business Booster Loan) - with a turnover up to R20million p.a. - during which no instalments will be due for 3 months
  • Assistance with processing credit insurance claims, where possible
  • Individualised bridge facilities for those who need it
  • Speedpoint® device rental fees and minimum merchant fees will be waived for some merchants who are in good standing but operate in distressed industries

As indicated, the above reflects the first wave of interventions, and we will be expanding on this in the coming weeks.

Debt Relief FAQs

Merchant Services FAQs

 

How can we help you?

Get in touch

If you need any specific assistance or have any queries, please don't hesitate to contact us or refer to some of the helpful information loaded here.

Business Desk

For all general business banker queries (including Digital Banking) - please call our Business Desk on 087 736 2247. Please note that the Business Desk has revised operating hours from 8am to 8pm from Monday to Sunday.

Online Banking Desk

For queries and assistance relating to online banking - please call our Online Banking Desk on 087 575 0000.

Merchant Services

For any queries relating to your merchant device, please contact the Merchant Services helpdesk on 087 575 0012 or send an email to MSService@fnb.co.za. Our operating hours are:

  • Monday to Friday: 6am to 6pm
  • Saturdays & Sundays: 8am to 12pm

Insurance Brokers

For any queries regarding your short-term insurance policy, contact your Broker or your dedicated Service Broker directly via phone or email.

Travel Insurance

For Travel Insurance related queries and claims please email the Travel Insurance Helpdesk on claims@tic.co.za

Fleet Services

Should you require any assistance or have any queries, please contact Fleet Services at:

  • Fleet Services Call Centre 0861 233 233
  • Fleetsupport@fnb.co.za
  • Managed Maintenance Call Centre 0861 102 090
  • Fuel Authorisation Call Centre 0861 000 575

    • Or contact your dedicated Fleet Relationship Manager. At this time, we also urge you to make use of our Self-Service platform to do your necessary card administration.

Foreign Exchange

Foreign Exchange for Business is fully operational for all your global payment and receipt requirements. Please contact your Business Development Manager or our eSolutions team to provide any assistance on all foreign exchange related transactions. Our global payments platform is also available via your online banking profile where you have the ability to book a deal and secure your exchange rate at the time of capturing your payment

Should you require any further assistance, contact 08601 36739 or email forex@fnb.co.za. Operating hours are:

  • Monday to Friday: 8am to 5pm
  • Saturday: 8am to 12pm.

Remember our global payments platform is available via your online banking profile where you have the ability to book a deal and secure your exchange rate at the time of capturing your payment.

PayPal

For any PayPal queries, contact us on 087 572 9725:

  • Select option 1 for FNB PayPal queries
  • Select option 2 to speak directly to a PayPal agent

Operating hours are:

  • Monday to Friday: 8am to 5pm
  • Saturday: 8am to 12pm.

 

Support

Debt Relief FAQs

Q: How can I apply for credit relief?

A: You can call the Business Desk or contact your Relationship Manager directly.

Q: Who qualifies for the automatic payment holiday?

A: Businesses currently banking with FNB with a turnover of R20 million and less may qualify for the payment holiday for their Business Loan, Business Revolving Loan, Business Booster Loan or Commercial Property finance products.

Businesses that do qualify for a payment holiday will be contacted directly and will be given the opportunity to opt in.

Q: How will I be communicated with?

A: FNB will be communicating with you on an ongoing basis via SMS, email and push notifications messages on the FNB App.

Q: If I qualify for a payment holiday, is there anything further that needs to be done?

A: You will be required to approve an addendum - this can be done via voice contracting, digital acceptance or physically signing a document.

Q: If there is more than one owner, what happens?

A: Each of the business owners must sign the addendum or a resolution from the business must be provided authorising one person to sign on behalf of the business. If we voice contract with your business, then each owner must be voice contracted separately.

Q: Can I take out a loan now and start paying in 3 months- if I qualify?

A: No, the payment holiday is only for customers with existing facilities that were paid out before the 14th of March 2020.

Q: When does the payment holiday start?

A: The payment holiday is applicable for 3 months from the date we receive your signed addendum.

Q: If I have a combination of products, e.g. Business Loan and a Commercial Property Finance loan, can I opt for the payment holiday for the Business Loan and not for the Commercial Property Finance loan?

A: The payment holiday is a blanket approach and applicable to all qualifying products.

Q: Will I still be charged interest and fees?

A: Yes, this will accrue on your account, but no payment will be taken until July 2020.

Q: How will it be applied?

A: It will extend the term of the loan by 3 months.

Q: Will there be any product changes to these products?

A: Yes - if you have a Business Revolving Loan you will not be able to draw down on the facility during the payment holiday period.

Q: What is FNB doing to assist larger (Enterprise) businesses?

A: Larger enterprises are encouraged to stay in contact with their relationship manager during this period. Our bankers will work closely with your management team to structure a plan that provides the most support and relief during this difficult period.

 

 

Support

Merchant Services FAQs

Q: What are we offering our clients?

A: Merchant Services will be waiving the monthly device fee and minimum merchant fee (MMF) for clients in good standing for a 3-month period from April to June 2020. This applies to clients in distressed industries - impacted by COVID-19 and the resultant shut down.

Q: Who qualifies for this?

  • Businesses with annual turnover between R0-R10 million
  • Distressed Industries such as Beauty, Dining Out, Entertainment & Tourism
  • Customers in good standing

Q: How do I check if I qualify for the fee waiver?

A: We will contact you to notify if you qualify for the fee waiver and describe how you can Opt in

First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider 1929/001225/06 (NCRCP20).