Complaint Regarding Poor Service on Online Chat Support

Dear FNB Customer Care Team,

I am writing to formally lodge a complaint regarding a very poor experience I had with one of your online chat advisors.

I contacted FNB to ask a straightforward question: why a refund process takes 15 working days to complete. Instead of receiving a clear or helpful explanation, the advisor failed to properly address my question and ultimately closed the chat without providing an answer.

This behavior was extremely frustrating and unprofessional. As a customer, I expect basic courtesy, transparency, and a willingness to assist. Closing a chat without resolving the query or offering any explanation reflects poorly on FNB’s customer service standards.

The overall service I received was unhelpful and disappointing, and it left me with more frustration than clarity. I would appreciate an explanation regarding the refund timeline, as well as assurance that this type of service will be addressed and improved going forward.

I trust this matter will be taken seriously.

Kind regards, SJ Bernhart