Automated queuing system does not work! But staff are great :)

I'm giving a two-star review for my experience at the Ferndale on Republic branch, in the hope that some of the powers that be will take notice of how bad their automated system is. For a start, many people don't know they have to get a ticket with a number before they can go any further. There's no clear signage telling you to do this and many people just walk past the screen where you are supposed to get the ticket. The screen itself has way too many options to choose from (especially considering that most people want to speak to a teller, and most tellers can do what the customer needs them to do in the branch - or at least point them in the right direction if they can't). It's confusing to many. From there, it's not clear where you are supposed to go or what you are meant to do. Here, I must give 10 golden stars to the branch staff who are constantly walking around, going from customer to customer to find out what they need, direct them where to go, etc etc. Special shout-out to Eulalie and Zizipho for being not just helpful, but friendly and empathetic. They made sure our queries were resolved.

I have long been a fan of FNB's online banking and app, and I think they are doing a great job with these digital platforms. But the technology in the branch simply doesn't do the job - in fact, it makes the process worse, creating more work for staff and more frustration for customers. FNB: Hold on to your staff members wo are doing such a terrific job!