Appalling service at FNB branches

A client made an internet transfer to my account, two weeks later, the transaction has not cleared from the bank. His bank (Investec) confirmed that his account was debited.

So I went to the bank to make enquiries at FNB Secunda. After queeing for about ten minutes, I was sent to teller number 4, who happened to be a Ms Gladys Sibanyoni. I had my bank card but did not have an ID book with me. I told her what the issue was and she told me that she needs an ID or drivers licence to make follow ups.

I went back to my car to get the drivers license. The second time around, I waited for 45 minutes to get assistance (most of the employees had gone to lunch and we were assisted by one teller) and I was allocated to the same lady, Gladys Sibanyoni. I gave her my drivers license, which she said she couldn't use because it was expired (two weeks). Then she flippantly told me that even if it wasn't expired, the only thing she wanted to do was to confirm that the transaction indeed did not come through. She told me that only Investec can assist me in this regard.

Good people, help me understand why we do biometrics at FNB. I was physically there and my finger prints are on the FNB system, but no I couldn't be helped. I had in my hand both my bank cards (business and personal) and I had an Investec proof of payment, with reference number and all, but still no.

I fail to understand how I can spend one and a half hour at the bank only to be told that it is not something FNB deals with, I should follow up with the transacting bank, Investec. A bank which, by the ways, have given me the utmost cooperation and have supp**** me with everything I needed from them.

Did I mention how dismissive the bank manager was when I questioned why Gladys did not tell me the first time, that there is nothing FNB could do about the matter. Even that concept I don't understand. They're my bankers but I have to be at the mercy of another bank to get assisted. Why can't they use the reference number to do some sort of tracing?

And this is not the first time I had an issue with their service, last month I went to the Menlyn FNB to request for a letter of good standing from the business banker, a Ms Helen Soko and I was told she is in a meeting and would assist me when she is done. They gave me her email and I sent my request via email. She didn't get back to me and when I followed up on her cellphone, she told me she was on leave. However, she promised that she would be able to do it on Saturday. She didn't and on Monday when I followed up, she did not bother responding to my email and did not answer my phone call. On Tuesday I called the bank manager to enquire from him. Only then did I get assistance. And yes I missed the project deadline I needed the letter of good standing for.

Seriously FNB needs to improve their service. Personally, I am shopping around, this was the last straw. I can write a book about their services. Enough is enough. No more.