ARROGANT STAFF MEMBERS AT FNB (FOCHVILLE BRANCH) DOES NOT CARE ABOUT THEIR CLIENTS.

I am a big supporter of FNB and i really do like the bank and its staff. When i went to open my account and app**** for a credit card the staff was super helpful and could not do enough to assist me. So yes i was really very impressed with the customer service, especially when you compare it to other banks.

Last week i had to block/stop my credit card on the app since there was suspicious activity. I also blocked/stoped the app on my phone. This happened in the early morning hours on Friday 13/08/2021.

Friday morning after 10am i went into the branch(FOCHVILLE BRANCH) to ask the staff for assistance, since i could not get hold of anyone when i was trying to call FNB customer service from home.

When i arrived at the bank the staff member (Patricia) greeted me and asked how she can assist. I explained to her that i have to order a new credit card and i was struggling to get hold of anyone. Patricia responded by telling me that i have to go home and try phoning again until someone answers. This is exactly the reason why i went to the bank, to ask for assistance, since I HAVE been trying and was not successful, and now she is showing me the door without helping. I started getting very upset. Patricia could see this and immediately helped me by taking me to the phone and started making some phone calls.

While Patricia was on the phone with customer service a lady who kind of looks like a supervisor approached me and asked if everything was okay. I told her that everything is okay now, since Patricia is helping me, however i had to first throw a scene for this to happen.

The “supervisor” (Hannetjie Beukes), or what ever her position is, responded by telling me that she does not believe this for one second since her staff is always very helpful and they have been trained well. I have to say that i was very shocked to see that Hannetjie automatically assumed that i was wrong and i felt like she was trying to imply that i am lying to her. The best part is that Hannetjie did not even bother to ask me what happened….seriously?!!

I told Hannetjie that i am sure her staff is very helpful when she is around. Hannetjie just had to respond with “no, even when i am not around they are helpful”. Hannetjie then walked away.

About 15 minutes later when everything on the phone was sorted, Hannetjie approached me again to ask if everything is okay now. I responded by telling Hannetjie that i am not really sure why she is asking me this question since it does not really look like she cares.

All of a sudden Hannetjie started acting and looked very surprised, she started telling me that she was helping other clients. I told her that i did not expect her to help me personally (and she knows this). I told her that i am not accusing her of not caring because she was not helping me herself, i am accusing her for not caring because earlier when she asked me if everything was okay she automatically assumed that i was wrong and the staff member (Patricia) was right, without even asking me what the issue was, so basically she was implying that i was lying to her.

I asked Hannetjie what her name was, she showed me her name badge and very arrogantly told me “My naam is Hannetjie en as jy wil gaan kla is jy meer as welkom om so te maak”. CAN YOU BELIEVE THIS? If customer service is not a priority for her, then why in the world is she working at the bank?! Customer service is very important when working with people, especially in the banking industry.

In 2019 my wallet was ****** so i had to replace my credit card and the same thing happened when i went to the bank, they were not willing to help me and sent me home. This is enough to make ones blood boil. They are very fast to provide good service when you open a bank account or apply for a credit card (maybe there is a little extra commission for them, who knows?!), however when you need assistance to register a new credit card or to order a new credit card or activate an app they DO NOT want to assist and send you back home to struggle by yourself.

I really did not want to put this on Hellopeter today, however i feel that Hannetjie was very arrogant and she was speaking to me in a very condescending manner/tone. Patricia can do more to provide better customer service.

Bank employees think they own the bank instead of only working there to earn a salary, therefor they think they can speak to us and treat the clients of FNB as they want. Please note, i said THE CLIENTS OF FNB, not the clients of Hannetjie or Patrica or any other bank employee.

I really hope someone at FNB head office see this, so that these staff members whom FNB trust with their clients can be retrained. It is very important for staff members to understand how crucial it is to treat the client in a professional manner.