BAD CLIENT SERVICE - Private banker

From: Leandra Liebenberg Sent: Friday, 02 March 2018 9:30 AM To: ********** Subject: FNB PRIVATE CLIENTS :-) Our Service to You - ReferenceRl ********** 698~6

Good day, The only reason why I rated as high as a 6 is because of Mario’s service. He actually deserves a full 10. I visited your branch on the 28/2 when the faulty debit went through from your loan department – I work with Thabo at the Brooklyn branch who also tried to assist me. However who ever he spoke to on th nr ***put me through to an electronic voice where I had to enter my details and a refund was promised on the amount wrongfully debited of R3032. I then phoned my private banker but got through to a Renilwe who promised me the world but did not deliver any service as It was promised that she will phone me back the same day with feedback. Needless to say I never got said feedback – It is an absolute shame that a brand like FNB can have one division pulling it down. Firstly I would like to know why the debited me on the 28/2 for the amount of R3032, as a debit was taken on my requested day 23rd for 3082. Mario was the only consultant who sent me this email with a reference nr. As a private banker my banking fees has gone up with more than a R100 and if this is the level of service you give to private clients I would rather downgrade back to premium where I never had any issues. My main issues: 1. The amount debited on the 28th does not reflect on my bank the only way we could pick it up was by Thabo accessing the system on his side, Why was this debit then done without sending me notification – this has caused me to loose trust in the FNB brand. 2. Secondly – you wrongfully debited me I try to keep my account clean so that I am never overdrawn and had to borrow money from my husband just for my debit to go through from PSG. Now you are telling me that I need to wait 48 working hours for this refund to take place. You had no problem taking the debit so figure it is not that much work to replace my money. I am giving you until close of business to refund or I will have no other choice to place this whole email on social media sites. Your urgent feedback regarding this matter will be appreciated. Kind Regards,

Leandra Liebenberg