Call Centre Bad Servive

I made contact with the Call Center on the 23July18 inquiring about a 3 months bank statement, as i could not get the latest statement on the app. I spoke to an agent named Wanda, he checked pricing for me as I did not have time to go to the branch. He advised that he will not be able to assist with the latest statement because FNB only sends statements on an interim unless I go to the branch. Because i needed the statement urgently we agreed that he will send me a transactional history showing my account details as i had to use that elsewhere. I asked Wanda how much it will cost he said R3.20, We spend 45min on the call which i did not mind as he kept placing me on hold to confirm a few things. The reason for my call was not completely resolved as i had to check a few things with him but i was tired of holding. On the 24July18 i realized my account was debited with R238.00 which i did not understand. I called the call center to get clarification, spoke to Sharon explained the reason for my call and i told her she must escalate to the team leader for the recording to be listened to.

To cut the long story short what makes me frustrated and irate is that When I spoke to Sharon it was 08h30 in the morning she promised that she will revert back once the team leader has listened to the recording, i called back at 15h00 (20min call) no feedback. (clearly it takes the whole day to listen to a 45 min call) On the 25 July spoke to Pontsho ( 25 min call ) and Zoe(25min call ) then i spoke to one of the team leaders Arthur who advised that Keelyn Serris will call me back his in training till 12pm.

It is so disappointing that i have been send pillar to post for a call recording. The call center agents their hold time is the worst thing ever, they don't even have the decency to get back to the client. Incorrect information advised. Keelyn what leadership s****s are you showing by not acknowledging your customers concern, no wonder your agents place customers on hold forever. For me to be calling numerous times, being placed on hold without being taken taken seriously, it is time consuming and money. when i think about it, I have been banking with FNB from the age of 14 years with my FNB Future card. So much for loyalty I am disgusted. You don,t live up to your slogan or company values.