Client Service and Experience

Extremely poor client service.

I arrived at the branch at exactly 3:30pm because I thought they close at 4:00pm. Purpose of visit was FICA, the 4th trip between me and my wife. Glass doors closed, but clients and staff visible inside. The branch manager’s office door was open and i saw him behind his desk. I knocked on the glass door to draw attention. A staff member came to the door and I explained to him that: - i need to deliver FICA documents - i am leaving SA the next day - only i can do this, according to the bank rules, i.e. no-one else can do it on my behalf

Response: - We are closed - Did you make an appointment? - Refused to let me in

Naturally i was frustrated and vented my opinion through the glass door. I left angry and disappointed.

On my way out of the mall i walked past Standard Bank, FNB, African Bank and Capitec. All of them were still open. My wife told me later that FNB stays open until 6:00pm and that FNB staff came to our residence to deliver and collect FICA and other documents when she recently opened her bank account.

Perhaps, after more than 40 years, ut is time that I switched banks.