Bad and un professional service

I'm very disappointed by the way FNB Festival mall Kemptonpark branch handled my ATM query.It did not only cost me unnecessary expenses driving up and down but also affected my business.

Had a problem using the ATM on the 29th of March 2020 depositing cash for my business,ATM went " Out of service" while my R4000 was still not yet processed.

Visited the branch 30/03/20 to make a claim in which I was assisted by Masten.I did not get any case no. for my claim as per normal procedure and I revisited the branch following day 31/03/20 to understand why I did not get any case or reference no.for my claim.Masten told me not to worry about the case no.and assured me will get my refund probably on the 02/04/20.

On the 03/04/20 Masten called telling me they only found R3600 not R4000,which i could not contend so I agreed the branch can process the R3600.

Saturday 04/04/20 i still had not got my refund ,so went back to the branch,got there 10:30 but the branch had already closed for the day and there was a note showing the branch will be closed from the 6th until the 16th of April.I got so dead worried because my matter had still not been resolved.

I desperately waited by the Bank entrance hoping to see one of the staff pass by and talk to him or her about my case.Luckily somebody came by the closed door and I requested to speak to Masten.

Masten came and she told me the refund had already been made.I requested for copy of proof of payment,which she said I must come get on Monday 06/04/20.I asked her how come Monday as there is a note stating the branch will be closed and she told me she will be available Monday for ATM and she will assist me.

Revisited the branch on Monday 06/04/20 and found the branch closed as per the notice.Desperately waited by the Bank's entrance hoping to see one staff member pass by and one lady came to me by the door,tried to tell her my story and she was not willing to listen but just told me go to another branch for help,i asked for Masten and that lady told me Masten was not around,and she called security to tell me to move away from the bank entrance.

When the security came to me I explained my situation and told her I needed to see or speak to Masten.Suprising the security told me Masten was indeed around and he was so generous to provide me with Masten's cell phone number.

I called Masten and she told me the refund had been done,and over the phone I asked her to confirm the account number and the reference number to which the money was supposed to be deposited to,she correctly confirmed everything.

I then asked for a copy of proof of payment and she said she will speak to her supervisor about it.In a few minutes somebody came by the door and handed the copy to the security guard without talking to me.

Upon receiving the copy of proof of payment from the the security guard I noticed the account was correct but my reference number was not included.

The copy of proof of payment was so unprofessional,it had no FNB letter or branch stamp it was just a mere print out from the system.

I submitted the copy to my distributor to have the reference rectified and funds be allocated,it was a hustle to get my refund as the copy of proof of payment seemed invalid without the branch stamp.

Surprisingly I only got allocated my case *** at the end of my case.As a regular FNB atm user I normally get my case ref the very same day of opening my case and waiting period is usually 3 to 6 days,and normally get my refund in 3 days time.

A big thank you to the Security Guard on duty on the 06/04/20 ,if it wasn't for his help I would still be waiting for my refund until the 16th of April.