Blocked Account & Terrible Customer Service

This is a formal complaint regarding the conduct of a Mr Lunga Bottoman, the ***** Consultant assigned to an alleged ***** inquiry that has affected my FNB cheque account. This complaint is extended to the FNB ***** department as a whole.

My account has now been blocked for 8 days straight!!

It took 6 days for me to even receive an email from Lunga and that is only because I called the ***** line every day, multiple times per day to try and get answers as to what is going on with my account.

During these calls, I was transferred several times to various departments whom at first could not agree on what the issue was with my account, I was then incorrectly infomred that a payment from a company called Pokerbet was flagged as proceeds of alleged *****, at which point I made contact with the Operations Manager of Pokerbet who affirmed in writing that there was no such allegations from their company and that my account is in good standing.

After many frustrating calls to the FNB ***** dept, I was then finally advised that I would need to speak to a Mr Lunga Bottoman, I was transferred to him several times each time after having to call back, explain my story and provide my ID number to a new call centre agent, do you have any idea how infuriating it is to repeat the same story and your ID number more than 10 times in space of an hour?

Eventually I was provided the direct contact number for Lunga and his department's contact number, his number simply does not exist and the department number goes to an answering service.

Finally on the 11th of Dec, and after calling again and making a formal complaint on Hellopeter, I received an email from Lunga. He requested some info on the payment I received which has nothing to do with Pokerbet, I provided him with the info and supp**** proof of my statement.

To date and after several emails from me requesting some feedback on this matter, Lunga has not rep**** to me, he has not kept me updated as to what is happening, I have no information on the process that needs to be followed, I have no communication from anyone at FNB.

This is utterly ridiculous and unprofessional. My account gets blocked, I get no explanation as to why until I phone and hound the ***** department for answers. Is this how you treat your customers? Block their accounts, give no explanation as to why, take ages to resolve the issue, give no updates or insight in the process that needs to be followed and then ignore them when they ask for an update.

The incompetence from almost all the call centre staff from FNB ***** dept is unbelievable, these staff members are not armed with the info and knowledge they need to correctly assist someone in this position, the entire process and procedures implemented for cases such as this is dysfunctional. How can someone have their account blocked for such a period of time with no communication from FNB?

I have done nothing wrong, I have provided Lunga with all the info and supporting documents that he requested, and I don't even get some common courtesy and customer service, instead I am treated like I don't exist.