Business Banking Services and Call Centre are Total Garbage. Avoid.
Totally absurd abysmal business banking experience. Never in a million years would I recommend opening a business account with FNB. Yes, they have their instance business solutions that are a value add for small businesses. However, they are fairly basic and on reflection their purpose seems to be to lock customers into FNB more than anythings else.
In terms of actual ease of doing business with FNB, query resolution, customer care etc. It would be difficult to imagine a worse experience. It has been impossible to get through to the correct desk via their call centre despite speaking to countless people, going to a branch etc. Their system is broken. Noone knows which number is which. Case in point, an agent gives you the number for one unit and you end up somewhere totally different.
Call waiting times are truly insane for business customers. I'm talking an average of 20 minutes with a constant "We are experiencing a high volume of calls". Hundreds of rands worth of airtime used to get simple things resolved.
A corporate should do better than this. Disregard shiny new logos, remodelled branches, TV adverts. Belying this is a broken system that will charge you money every month to frustrate you.
No accountability. No ability to escalate. Disempowered staff and management.
Ultimately I received the following notification via a phone call and confirmation email : "Kindly be advised that your monthly account fees for 3 months have been reversed back into your business account as gesture of goodwill."
Monthly fees on this account are R83. Therefore I would have expected an adjustment worth a grand total of R249. (bearing in mind this doesn't even cover the cost of airtime used to navigate their call centre, let alone compensate staff time spent sitting on hold and being directed from pillar to post.)
To ice the cake...on viewing the statement for the month concerned (the month during which they claimed to have already reversed charges) I noted that only 1 month of fees has actually been refunded to me.
@FNB...since you are no doubt reading this please can you urgently let me know if I am incorrect in my assertions so I can keep my upmost annoyance at obeyance. However if I am correct, does it sound 'excellent'? Does it meet your own standard?
"At FNB, customer satisfaction is our top priority, and it is our desire to see that customers are satisfied with our business at all levels and find the best possible way to fix any problem they might encounter. "
Ultimately I received the following notification via a phone call and confirmation email : "Kindly be advised that your monthly account fees for 3 months have been reversed back into your business account as gesture of goodwill."
Monthly fees on this account are R83. Therefore I would have expected an adjustment worth a grand total of R249. (bearing in mind this doesn't even cover the cost of airtime used to navigate their call centre, let alone compensate staff time spent sitting on hold and being directed from pillar to post.)
To ice the cake...on viewing the statement for the month concerned (the month during which they claimed to have already reversed charges) I noted that only 1 month of fees has actually been refunded to me.
@FNB...since you are no doubt reading this please can you urgently let me know if I am incorrect in my assertions so I can keep my upmost annoyance at obeyance. However if I am correct, does it sound 'excellent'? Does it meet your own standard?
"At FNB, customer satisfaction is our top priority, and it is our desire to see that customers are satisfied with our business at all levels and find the best possible way to fix any problem they might encounter. "