Automation that frustrates

I am at a loss for words. I filed 2 complaints with HelloPeter. Each time FNB has swiftly sent an automated response telling me that my high priority complaint has been logged within minutes of submitting the complaint. This is pretty much where the swift service stops. I then got an email indicating that my complaint would be submitted to the relevant department to resolve: in other words- sent to exactly the same department who has not responded or delivered the service to date. Sadly, I have never received a call from FNB acknowledging my complaint or apologising for the service. After much consideration and little joy from FNB, I have decided to move my home loan to SA Homeloans. After committing, I finally had my personal banker call me ....a number of days after my complaint and after the bank refused to reconsider the interest rate, to tell me that the people who had made a FINAL decision previously had now backtracked and revised the rate from .1 below prime to .3 below prime still 0.6 above the rate provided by SA HomeLoans. Having committed to SA Homeloans, this was no longer an option although being less favorable. I notified my personal banker as to my unhappiness about the service and was asked to write another letter concerning the service. Whilst this letter was acknowledged, I still have not received any apology from the bank.

It is therefore not surprising that the bank remains tardy in its response. My cancellation request was accompanied by a request to appoint the cancellation attorney whom I nominated from their panel of attorneys. Low and behold, my transferring attorney notified me that he has not received confirmation of details of this attorney.

I suppose, that this message will merely be translated by an automated system back to the very same people who have provided me with poor service - easily ignoring this complaint whilst FNB brags about its so called swift response to client queries (which response is really only an automated one and largely useless in content).

FNB has hugely disappointed me. As I start with taking my loan away from them, I need to find valid reasons to keep my cheque account, credit card and other accounts with them. Since starting this home loan application, I have been treated like nothing more than a number who was being granted a favour in offering me this loan.

Congratulations FNB. You have succeeded in creating a really unhappy customer who will try to terminate this relationship as soon as possible.

It seems that the more than R1million interest that would have been generated from this loan, from a customer who has been in good standing with the bank was simply not enough to earn the respect of being treated like a customer and not just a number.

I am now told that I should get a call back from the bank tomorrow from cancellations (after following up again) when I could nominate the attorney of my choice. (although I expect that this must be an attorney on their panel) No direct answers and not calls.

This is definitely not "SAs coolest bank" and their phrase "How can we help you" is no longer relevant or realistic. Its a phrase which could not be further from the truth of how they actually operate....judging by the experience which I have had.