Bad Customer Service

Briefly: Because of wrong information I was given at the branch (Protea Gardens), I am now inconvenienced. And the branch manager (Bafana) and a lady staff member (Pascal) told me there is absolutely nothing they can do to help me. That, is a pity because their slogan is 'How can we help you?'

My issue with Fnb: I deposited money (R150) into my nephew's account because I was informed by a branch staff member that him no longer being a minor (but he doesn't have an ID yet) won't affect his card functionality. As long as the card has not expired, it can still be used at the Atm, I was assured.

But after I made the transfer, my nephew could not draw the money at the Atm. It said the card is invalid.

On going inside the branch to find out why, we were told that it is because he is now no longer a minor. The system invalidated his card when he turned 18.

So the information I was given was wrong then. That, I could have lived with. But what displeased me greatly was being told that we cannot access the funds until my nephew has organized a new ID. A process that can take up to two weeks. My nephew needed to urgently use the funds.

My plea for us to be allowed to access the funds fell on deaf ears.

The bank's refusal to let us access the funds was totally unacceptable. I mean, I opened the account and my nephew was with me with his birth certificate.

For argument sake, say my nephew is not able to get an ID for one reason or another, does it mean we will never ever access the R150 deposited into his account?

That is truly bad customer service from Fnb.