Abominable Customer Service - Nomalungelo Masinga

I am appalled at the level of service from FNB's Business Compliance helpdesk. From the Team Leader (Nomalungelo Masinga) - all the way to the call centre staff.

Our businesses accounts are at risk of being frozen due to a FICA update and the call centre staff does not seem to have undergone sufficient training to understand how to assist. Frustrated with their very third-grade-level reading of scripts - I asked to be transferred to their team leader - Nomalungelo Masinga - who has on various occasions avoided speaking with me.

Furthermore, she fails to do handover notes on her customer interactions leading to my query remaining unresolved several days later - I know this because I asked her agents to read me the handover notes and there were no handover notes from the very person who is meant to be the example for the entire department. When I request to speak to the Quality Assurance team - nobody is able to provide any level of assistance.

FNB needs to hire competent staff who possess basic comprehension skills as a minimum because if inadequate leaders like Nomalungelo Masinga are allowed to continue being a cancer to FNB's reputation - Then the many businesses which form the backbone to South Africa's economy will experience great difficulty feeding the thousands of South African families who depend on them on time.

This level of incompetence needs to bee dealt with