COMMENDATION : FNB CLIENT SATISFACTION FOCUS

Since i lodged a complaint with FNB on 12 June 2023, the banks response was way past excellent. Within a timeframe of +/- 2 hours contact was made with me from FNB. First contact was Thuli Mohashe (FNB Digital *****) confirming my complaint and further guidance. Very professional and respectful. Thereafter the Local Market Manager, Neil Trewin, this gentleman has set the standards so high with regard to customer centric focus, but what sets him apart is his laser like focus on the me as the client/customer. Neil clearly portrayed his strengths through his ability customer oriented, which shows that he is a serious team player within the FNB banking sphere as well as very focus on the needs of the client. He clearly portrayed a solid client/customer focus and always made himself available when I called or emailed him at any time that was convenient for me. He made time to answer my calls and my emails. Neil's' overall customer focus, attitude showed me that he was looking for the best result to resolve my concerns. Through Neil's approach to my complaint, I am 105% convinced I have gained full faith in FNB as my bank to handle all my financial affairs now and in the future going forward. The one not so good experience, the resolve at the end of the day, has persuaded me to have faith again in FNB as a financial institution. Thank you Neil once again, for your empathy, patience and understanding in my matter. Wishing you all the success in your future endeavors. Your primary focus clearly was customer satisfaction in this matter, which you have exceeded. through and through. In conclusion, my matter was resolved within 4 days of initiation. Thank you FNB for employing such professional individuals who clearly are passionate about their clients happiness, and for ensuring that the FNB name did not lose face once again.