Bad Customer Service from Manager Danny
Saturday, 23 February, 2019 Brooklyn Mall Branch Pretoria FNB:
• Received my renewal card on Friday, 22 February 2019; • Wanted to purchase on Saturday, 23 February, 2019 at Carrol Boyes – declined Authorization Required; • Went to FNB in Brooklyn Mall Pretoria; • Took ticket 58 “Other Services”; • Sat waiting, waiting and waiting but the number 58 was never called; • After a long time, went to the front, ask the lady why people who arrived after me are going to consultants; • Her response: For activation the lady at cubicle no 4 is responsible; • Why wasn’t this communicated at the front desk? • No 4 activated the card but could not change the pin – we went to the ATM to change the pin. After changing it, I went back to Carrol Boyes; • Card declined again; • Went back to Cubicle No 4 – the lady called Credit Card Division – they said the problem is with Carrol Boyes; • Went back to Carrol Boyes – Card Declined • Went to Cape Union Mart - Card Declined • Went to Mr Price Home – Card Declined • Went back to the branch and spoke to the gentleman at the door to call the branch manager. He ignored it and asked what is the problem. Explained. He came with long “stories/explanations”. I went to Cubicle No 4 and showed the consultant the slips. She said I must wait at Cubicle No 6. The rude gentleman with an attitude came and said I must sort it with Credit Card Division. I told him, I asked you to call the branch manager. He arrogantly informed me, “I am the floor manager”. He was clearly not prepared to assist and left after I said I am not calling Credit Card Division and that it is their duty to assist customers. • A door opened and DANNY (not sure of the name) came out. I called him, noticed he is the branch manager, however, I should not ask for assistance since I experienced an unfriendly approach and clearly not willing to assist attitude from the branch manager; • Told him, he said we must check at the ATM; • Long story: He said I must solve it with Credit Card Division; • I said I am here for assistance. His response was that Credit Cards are not their responsibility.
According to the treatment I have received, the service from these gentlemen were rude, unprofessional and unwilling to assist a FNB customer. Not one of them tried or were willing to solve the problem. Both just pulled up their shoulders and indicated it was my problem.
It wasted nearly 2 hours of my time. For the inconvenience I had in this branch, the terrible, unfriendly, unprofessional services from the staff I require four months Credit Cards fees (R32.00 + R16.00 – Total R192.00) be credited to my account.
Kindly inform me in writing the procedure to close this credit card and have the credit balance refunded due to unprofessional and unacceptable service from FNB Brooklyn Mall. Note that I have a credit balance of R******X. How will my money be refunded?
If a staff member is calling me, please ensure that a professional person who is willing to assist, otherwise don’t bother to call.
