Communication and Service

It is with great difficulty to have written this review as I am a client of FNB because of the 'great' service they advertise and promise their clients. I am writing this review not to bad mouth FNB but rather for the team to sharpen up on the costumer service and communication.

Long story short, I have withdrawn R 2,000 from a Standard bank in September, the ATM had an error and I did not receive the cash but it was deducted from my account. It happened to me before, I phoned FNB and they helped me over the phone and the money was refunded to me in the same day. It has been 35 days from the day I lodged the query inside the Brooklyn, Pretoria branch.

Firstly the consultant had an arrogant attitude and asked why did I withdraw from my credit card account, which has nothing to do with her, I am a client of FNB and expect to be treated like one. she said the process take 4-11 days. I sat there waiting and after a few minutes I asked her if we are done, and she said oh yes.

After 11 days, I started to follow up on the query. I received a mail from the Branch Manage:

Nov 2 (8 days ago) "I have contacted the refunds department and they have given me assurance that they are busy with the query and that refund should be done by the latest next week Tuesday.

I appologise for the long wait. It seems that they are experiencing a bit of a backlog.

I will follow up on Monday and let you know if there are any changes. But I do not foresee any."

I have not gotten any feedback yet, and it is already Friday. I understand FNB has many clients and queries and they are experiencing backlogs. But communication will be appreciated.