A bank which doesn't value its clients and only provides poor service

Last year I app**** for a credit limit increase on the mobile app, but was declined. Went to the bank to inquire and was told to phone in for more insight. I was told the reason was due to my salary being deposited into my Standard Bank account and I should forward my payslips and bank statements so that the application could be reassessed. On 30 May of this year I sent an email to *** with my payslips and bank statements. Called in during the following week because I hadn't received a response and I was told to give it up to 5 business days. Later in the week I called again and was again told that the docs had been received and I should give it until the following week so it could be reviewed. After 2 weeks from when I emailed the docs I called again and was told the problem was that I had two profiles that needed to be merged, but that would be done by the 14th June and I should call back on that day if I didn't hear back. Called back on that day and was told this time that the profiles were merged and the reassessment would then be done by the 18th of June because of the public holiday.

During these calls I've had to explain the situation multiple times. On certain occasions the limit increase help desk would assist me while on other occasions after explaining the situation I would then be told to hold the line and then be transferred back to the call queue to select a different department (without being told I'd reach the wrong department and what to select and then needing to explain the situation again).

None of these agents sent me a survey to rate my experience besides one agent who had told me to wait until after the 17th. The survey asked me to rate my experience based on the agent who assisted me that day, but I didn't feel it was right to give a negative review to an agent because previous agents; training and the bank themselves were bad, especially knowing what the customer service field is like.

To this day I have still not received any call or response to my email or numerous calls about this and it's been more than a month. I don't care if the reassessment with the updated docs fail or not, but the least the bank can do is to get back to me. This bank has failed me and at this point I feel like closing my account with them. There is no reason to choose a bank which doesn't value its clients. I am glad to be a valued client of the much better Standard Bank.

FNB has excelled at providing exceptionally poor service in this experience.