A couple of months ago, I wrote about customers vs shareholders. I continue to think about this daily. My latest experience is with FNB. I am an FNB shareholder and recently became a customer on a couple of business accounts. I soon realised that no one really knows what is going on in the two branches I went to.

I am waiting for my fourth card (and keep getting charged replacement card fees), cannot get my business partner on the one account as a signatory/internet banking user and it was al...