Appaling Service from FNB

In August of 2017 I queried an incorrect debit on my cheque account, in less than 7 days the same amount was debited off my account.

I visited the FNB branch at the Glen on the 2 September and the consultant escalated the matter to the relevant department. I waited 3 weeks to get a response back, a poorly written response that provided no clarity on why this amount had been debited not once but twice. I responded to the email and 3 weeks later am still waiting for a response.

I visited the branch at the Glen again on the 21 September to query the same debit and was assisted by a consulted who was extremely rude and unhelpful. She raised her voice at me and refused to have a look at the trail of emails which would provide her with the context necessary to assist with resolving the query. At this point I requested to see the manager of the branch and was taken into the office off Evens Mkhwa****, Evens listened to my query, reviewed the email trails and assured me that my account had been debited incorrectly and on more than one occasion, in contradiction to what the consultant at the service desk had insisted. Evens assured me he would look into the matter and provide me with feedback by COB the next day. I explained my extreme frustration with FNB for the incorrect debits, I expressed my disappointment with the level of incompetence that was being displayed around providing answers as to what was happening and my utter horror at the inefficiency and don't care attitude I was experiencing from the FNB staff I had come in contact with through out this encounter. I explained that in addition to my personal account, our business account also sits with FNB and that I had lost all faith and trust in FNBs ability to handle my accounts.

Upon leaving the branch I felt satisfied and believed that Evans would resolve the matter or atleast provide feedback on resolution process, needless to say it is now over a week later and I have still not heard back from Evens or any one else regarding the issue at hand.

I am appalled at the service received from FNB. It amazes me as to how quickly one would receive a phone call or email when you as the customer are late or behind with a payment and yet when the Bank is at fault the lack of interest or drive to resolve or even attempt to resolve the query is dismal. It is completely unacceptable to be querying incorrect debits that the staff at the branch have acknowledged as incorrect two months later. The fact that even your branch manager can lie and make false promises to a customer speaks volumes of the calibre and culture of FNB.

4 different FNB staff members, in 4 different positions, in 4 different divisions and still the same result APPALING SERVICE and still an unresolved query.

I would strongly advise anyone considering dealing with FNB on a personal or business level to seriously re consider.