Another unhappy client, another happy bank taking FNB clients....

I was under the impression that I am at one of the best banks in SA. Thought maybe I am just unlucky that I have not always received great service. I spoke to friends of mine who are Private clients and even they are very unhappy. I have integrated a lot of my life with FNB so I do expect much more. I logged a call on 10 May and long story short due to zero service had to try and escalate the call. To today not one manager or supervisor has phoned me to offer a resolution to my query. I have sent many chats on Facebook as well and all RB answers with is I am sorry, rest assured it will be resolved. IT DOES NOT GO FURTHER THAN THAT.

Today I decided to give the Student Loans department a call as I had one question I needed to have answered before applying for a student load which will total to R150 000.00 over 3 years. a Total of 3 calls later and just over 50 minutes spent on the phone I am yet to speak to a Student Loan advisor to assist me. 50 MINUTES!!!!

All I keep hearing when I ask to have my call escalated is "Sir we cannot transfer call to the supervisor or manager. We can only mail them. They unfortunately do not take calls and our system that we use cannot transfer to them. We send them a mail explaining the situation and they then contact you" THEY NEVER DO.... NEVER!!!!

I wonder if anyone even looks at the HelloPeter stats from FNB. I did so have a look at this. 66 021 Total Reviews ONLY 4356 are 5 stars. That is 7% 44847 (72%) are 1 Stars 11 818 (19%) are 2 Stars FNB has a 3.3/10 TrustIndex Rating. AN AVERAGE RATING OF 1.51.... That is horrible for a bank that has such a good app and wins multiple awards for it.

If this is not alarming to FNB then they have already lost the battle.

I am not hoping to get any feedback or have my query resolved at all. It seems that my wife and I should take everything we have at FNB and move somewhere where we will get better service.