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Susanne C

1 reviews | Active since Nov 2012

26 Jul 2018, 15:35

Bad service

I have been with FNB for a very long time and before me, my late mother was with Barclays Bank which was taken over by FNB. I have been a loyal customer, yet I am not satisfied with the service of FNB. Loyalty is not respected or valued, it is the FNB system and how it works and can render service that only matters.

The last couple of years I have experienced bad service from FNB and I have even contacted their CEO directly about this.

I find the bankers unhelpful and really what is communicated to me is that it is their way or the highway, your needs or interests are not considered.

I was offered an FNB credit card that I did not really want sometime ago.

I recently made an online purchase with the card to the value of R589.97. Very soon after the first payment came off my card, the payment came off again. I went in to the bank and explained my problem. I ask the bank to stop the payments and reverse them as I realised it was a ****. I have gone to the bank four times now and have had a telephonic discussion with someone from the bank about the problem, but nothing has been solved. I am now being stonewalled. The payment has gone off my card four times and I have now cancelled my card. Actually, I am sure I cancelled it before the third payment went off, but it just continued. I have now hopefully stopped the card. I never want another credit card form FNB, they do not look after one's money matters. The bank cannot reverse payments until I prove that I have tried to solve the problem with retailer. I have never received the books I ordered, nor does the email send to me, have a returning address. The bankers remain hardheaded on the issue and I just lose, that is the attitude. I am very disappointed.

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply26 Jul 2018, 16:05
Official

Good Day Susanne ,

Thank you for bringing this to our attention.

We acknowledge your complaint.

It has been routed to the premier banking department to investigate and provide resolution.

Feedback will be provided shortly.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

SC
Susanne C's update08 Aug 2018, 12:28
Reviewer Update
This problem has still not been resolved. I have been phoned by Carzin ********** 630 and told that he had not received my correspondence, which I had indeed sent. I have now forwarded it again. He says to me he understands my frustration, when he is in fact the one who is frustrating me with not listening to what I am saying and by trying to pass the problem back to me. The bank has really not looked after my money matters and the bankers I have dealt with actually have not listened to what I have been saying. When I become frustrated, they practice what is called in psychology " reflective listening" and communicate insincere, shallow empathy, when they are in fact not actually listening to me and the problem I am are explaining to them. This comes across as lack of comprehension, competence and emotional insincerity. They are not sincerely trying to understand or problem solve. Another technique that is practiced is something similar to the "broken record" technique of self assertiveness. As such Carzin just carried on trying to put the onus to solve the problem on me, whereas it is his and the bank's responsibility to resolve the problem. I have sent all the information, many times over already! Truly lack of competence and poor service delivery.