*********** consultants. Does anyone at FNB know ANYTHING???? Pathetic service

Reported a case of ***** on 4th February where a large amount of money was drawn from an account of mine. I called to follow up this morning (because FNB never gives updates on complaints or issues, in all the years I have banked with them). I spent 1 hour 10 minutes on the phone with FNB, being transferred about 5 times to different departments because each one said that they either cannot help or do not deal with that issue. Clearly FNB consultants are NOT TRAINED or NOT TRAINED PROPERLY because for that entire call, no one knew anything!!!! I have all the names and I also screen recorded the calls so I'm more than happy to share *********** consultants names! At the end of that call I asked to speak to a manager and was put through to the ***** follow up team leader, Nothando, who said she will call me back at latest 1pm as their systems are currently down and they are unable to look up my case number. I knew this wouldn't happen but I gave benefit of the doubt, big mistake! At 3pm still no call. So I called and after waiting 30 mins for my call to be answered I was transferred again to the wrong department by another *********** consultant and then back to ***** and I asked to speak to Nothando but a consultant by the name of Natasha told me there's no one in her department by that name. That call got cut and when I called back I was put through to the same department that Natasha works in and the new consultant told me that there is a Nothando and she's the team leader. So now people don't even know who their colleagues are in their own department???? Eventually the consultant liaised with Nothando, who clearly did not want to speak to me and I was told that my case has been escalated and that's it. That's the answer I was expected to except because Nothando did not want to speak to me and the consulted who relayed the message to me, didn't have anymore information than that. SERIOUSLY!

Then I called the complaints line to get the call recordings because I'm now taking the matter further than FNB because their service needs to be jacked up. This is peoples money and livelihoods they PLAYING with, because of their don't care attitudes. NO INNITIATIVE from consultants whatsoever, as long as they clock in at work thats all that seems to matter!

BUT even the complaints line took me to wrong extensions and 2 consultants I spoke to at the Aspire desk, told me they will put me through to the complaints department, the first one even gave me the direct number which I explained to her thats the number I dialed and was put through to her. Eventually after being transfered to the 3rd consultant in the same department, I spoke to Thandeka at the Aspire desk who informed me that there is no telephonic complaints department and the only way to lay a complaint in via email. So the first 2 consultants didnt know that? Or they just thought it would be fun to waste my time? or they all dont know proper procedures.

Basically after almost 3 hours on the phone today, I still do not have any information on my case and no way forward because there were so many contradictory instructions. FNB consultants always giving different or wrong information and no one seems to know procedures or what they are doing and these are the people we trust to protect our money!!! ***********!