SP
Shelley P
1 reviews | Active since Jul 2012
10 Nov 2020, 15:39
Appalling Customer Care Service
I called FNB. I am an 87 year old lady. There is apparent ***** on my account and my account needs to be cancelled. I was told it would take 3 to 7 working days to get a new card. This is not acceptable. I asked her to get a manager to call me back, not only did she keep interrupting me as I spoke, she refused, and was completely sarcastic. She should not be working as a customer care, instead of reassuring me and getting a manager to call me back she left me infuriated. My call was made on the 10 Nov at 15h30. Please will a manager to get this issue sorted.
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Replies (5)SP
Shelley P's updateReviewer Update
12 Nov 2020, 09:02I received an email saying that FNB would get back to me within 24 hours - almost 48 hours later, nothing... really great how not only customer care, but the managers don't care about their customers. Think it's time to move to another bank - who takes complaints seriously like Capitec.
SP
Shelley P's update12 Nov 2020, 09:02
Reviewer Update
I received an email saying that FNB would get back to me within 24 hours - almost 48 hours later, nothing... really great how not only customer care, but the managers don't care about their customers. Think it's time to move to another bank - who takes complaints seriously like Capitec.
SP
Shelley P's updateReviewer Update
12 Nov 2020, 13:07Eventually some calls me from the ***** department and tells me that my card has been cancelled after I specifically told them not to cancel it. The line was so bad I could hardly hear what she was saying. She proceeded to tell me that I have 3 options. I can get the card within 3 to 7 working days, I can pay a couple of hundred rand and get the card before 3 days, or I can stand in a queue at the bank and get a card that is not embossed. I told her that I don't accept any of these and I suggest the card comes to me within 3 days and I told pay any extra due to what I have been through. The call was so frustrating that I had to put the phone down - PLEASE can someone call me from management from a decent phone so I can hear and who is prepared to assist me and not read from the rules. This is the 6th time I've asked!
SP
Shelley P's update12 Nov 2020, 13:07
Reviewer Update
Eventually some calls me from the ***** department and tells me that my card has been cancelled after I specifically told them not to cancel it. The line was so bad I could hardly hear what she was saying. She proceeded to tell me that I have 3 options. I can get the card within 3 to 7 working days, I can pay a couple of hundred rand and get the card before 3 days, or I can stand in a queue at the bank and get a card that is not embossed. I told her that I don't accept any of these and I suggest the card comes to me within 3 days and I told pay any extra due to what I have been through. The call was so frustrating that I had to put the phone down - PLEASE can someone call me from management from a decent phone so I can hear and who is prepared to assist me and not read from the rules. This is the 6th time I've asked!
SP
Shelley P's updateReviewer Update
12 Nov 2020, 13:48Clearly no-one is calling, so I have no choice, but to order a card. I called FNB Customer Care and was told I had to go online to on an app to order. I told him I was 87 years of age, and he told me that was procedure. FNB... you are appalling! I will be changing banks.
SP
Shelley P's update12 Nov 2020, 13:48
Reviewer Update
Clearly no-one is calling, so I have no choice, but to order a card. I called FNB Customer Care and was told I had to go online to on an app to order. I told him I was 87 years of age, and he told me that was procedure. FNB... you are appalling! I will be changing banks.
SP
Shelley P's updateReviewer Update
12 Nov 2020, 14:06My daughter is now trying, she called FNB and was told they could not help her, wrong department, she must phone back to another number. He eventually put her through to someone else who had no idea how to do it, when I told her I needed help desperately. She put the phone down on me. Call was today at 2.06pm. Please listen to phone call. Can FNB get any worse!
SP
Shelley P's update12 Nov 2020, 14:06
Reviewer Update
My daughter is now trying, she called FNB and was told they could not help her, wrong department, she must phone back to another number. He eventually put her through to someone else who had no idea how to do it, when I told her I needed help desperately. She put the phone down on me. Call was today at 2.06pm. Please listen to phone call. Can FNB get any worse!
SP
Shelley P's updateReviewer Update
12 Nov 2020, 14:14Eventually I was lucky enough to get hold of Karabo Masilo who helped in in under 30 sections. Polite, professional, keen to help and apologised for the rest of FNB. My advice to Karabo would be to find another bank to work for - she's too good for FNB. Thank you Karabo!!
SP
Shelley P's update12 Nov 2020, 14:14
Reviewer Update
Eventually I was lucky enough to get hold of Karabo Masilo who helped in in under 30 sections. Polite, professional, keen to help and apologised for the rest of FNB. My advice to Karabo would be to find another bank to work for - she's too good for FNB. Thank you Karabo!!