An Unforgettable Experience in Customer Service – Unanswered Query and Unwarranted Charges

Dear FNB Private wealth

I hope this letter finds you well, as I am sure you are busy creating new ways to surprise and delight your clients. I write to you today with a sense of awe and admiration — admiration for your department’s ability to ignore a customer’s query for an extended period, leading to the rather unexpected outcome of additional finance charges on my account.

I submitted a question to your department , i am confident that it would be handled with the same efficiency and attentiveness I have come to expect from a reputable financial institution. However, I was pleasantly surprised to discover that my inquiry seemed to have vanished into the abyss of your busy inbox, as no response was received despite my multiple follow-ups.

The real pièce de résistance is that, due to this complete lack of communication, my account has accumulated charges — charges that I am sure are a brilliant new innovation in banking fees, perhaps designed to encourage customers to stay more engaged.

I would be grateful if you could:

Enlighten me on the mysterious disappearance of my initial query. Investigate how your department managed to overlook my concerns. Reverse the charges that appear to have been levied purely because of this oversight. Offer a formal apology for the inconvenience and "educational" experience.

I trust that this matter will be handled with the utmost urgency and that my account will be restored to its proper state, free of charges incurred through no fault of my own. I look forward to your response within reasonable timeframe, preferably with some explanation of how such administrative excellence is achieved.

Please feel free to contact me at, if you require any further details or if you wish to discuss how to improve your department’s customer service skills.