Card Delivery Issues / Disrespectful Staff / Inane Procedures

Every so often, when I get a new bank card for one of my three accounts (Cheque, Credit or Business) I need to fight with CCD couriers to deliver the card.

Last time, it was sent to a branch and a rep at my local branch had to deliver the card to me, how laughable is it that a branch needs to make this effort when a courier company is contracted. Although this was very nice of the rep, this meant that my card had to get sent back to CCDs warehouse and then to the branch, which delayed delivery by over a week. I left it at that purely because the branch made a massive effort to get the card to me as quick as possible (at least based on what they could actually do).

This time, it didn't go any better. I get told my card will be delivered in a three day window... three days? I work from two locations, so three days doesn't work for me. Then I get told to nominate someone to accept it; This also doesn't work for me because they may also be working from two locations on the days I'm not. I then ask to speak to her supervisor to resolve the issue and she puts the phone down. Exactly the same as my last card delivery. I have no idea why FNB insists on using a company that simply cannot delivery, literally.

I then call the premier bankers to resolve the issue: 1. I request a specific day for delivery, to which I get told that he will not be able to give a specific day, just like CCD told me. 2. I then ask to speak to a supervisor, to which I get told that none are available (as per usual) and will have to log a callback. Here I am, still waiting. 3. I ask to be put through to the cancellations department because I'd like to close my three accounts as well as migrate my vehicle finance (because I refuse to fight with a company who clearly couldn't care less about a paying client), to which I get told there is not cancellations department... Wait, what? 4. Out of frustration I swear (and not directed at anyone but to emphasise my frustration in the moment) to which he changes his tone and threatens to escalate and terminate the call. 5. I then request to speak to your legal department, to which I get told there are no procedures in place to assist me with the request. 6. I then ask for the above in writing, to which I get told he is not allowed to do so.

To me, it feels like FNB is running a circus because clowns are answering the phone. I refuse to hold for 10 minutes only to have nothing happen with my request and be disrespected and spoken to in a condescending and aggressive tone. If you are not going to meet my expectations and deliver the service I pay for, expect me to get upset in return. Had FNB provided their bankers with the correct and efficient channels to resolve an urgent matter the banker wouldn't have had to deal with me any longer to the point where he got frustrated.

Finally, I ask for a call recording and get told I can't have it, but I can go listen to it at a branch. I'd like a copy of that call. Alternatively, you can make it available to the Ombudsman for Banking Services.

After trying to call CCD 4 times do I get through to someone who seemed helpful and set a date (because it's now magically possible) and informs me Friday between 10am and 3pm will work for them. Let's see if it actually happens...

FNB, their contractor (CCD) and your banker is way out of line and your service is below par. I pay you bucket loads of money and for what?

I expect this to be resolved in the next 24 hours. Moreover, I expect a banker to be assigned to me, regardless of what account I have.

Have someone with authority contact me, I expect my time to be respected.

Thank you in advance and good luck, FNB.