Bad client service FNB Clearwater mall

Monday 11/01/2021 I went to clear water mall to get funds from our funeral stokvel account, Nomfundo called my ticket and I explained to her that me and my member we want R4100 as one of our stokvel member needs funds for the funeral. She assisted us and then told us that the system changed we can’t transfer but we can withdraw cash, I then told her this is not the first time we transfer funds because we about withdrawal fees by doing electronic transfer. She then called Diane Loxton who claimed to be the Boss and told us to close the account as there is nothing they can do to assist us the system changed. She then rudely told us to take our money out and close the account or leave. I asked her to call her supervisor she told me she’s the big boss in the branch no one will be called we just need to close the account and take the funds out. I explained to her that the same way they changed processes without informing us as customers will be the same way they transfer the funds out to our member. She then told us we will sit in the branch till they close.

We went to open an account with FNB 25/11/2017 as we trusted that is the bank that can give us the best service and sympathy during hard times, we didn’t expect to be told that we are nothing and the amount of money we have is nothing compared to what other people have in their accounts. I asked the consultant about Diane’s attitude and she said she’s always like this we are used to her. How can the bank allow such attitude and say we are ok with it continue serving clients like this?

Nomfundo kept on apologising on Diane’s behalf which I find to be wrong because it’s not her fault that she works with an unprofessional person who act like an animal.

Nomfundo she’s one of the best consultants I have dealt with and her attitude and understanding for clients is exceptional, I need you to get back to me with regards to this barbaric attitude Diane is giving to clients.