Consultants with Lack of Knowledge and Training

Firstly a suggestion to Hellopeter, consider having a 0 to 10 rating as some companies such as FNB do not even deserve one star. I have chatted to a few consultants online today and have come to realise that each one of them have had different training with regards to rules, regulations as well as protocol with regards to procedures.

Lets start with consultant one Tshianeo, ended the chat before i could respond. Maybe after being number 32 in the queue i would have left my laptop for a min however she clearly had more important things to do.

Second consultant was Luke who did the same thing. Cant really comment on their service as there was none.

Third consultant was Thumeka who couldn't assist so transferred me via chat to digital banking however i didn't get a response again. Thank you Thumeka for trying to assist by sending me to the relevant department.

Then I joined once more and chatted to Lereil Appolis, the only person that went above and beyond to assist me. He contacted me and did a verification and assisted me with whatever he could. He then needed me to speak to a consultant with regards to my credit card delivery and transferred my call. The lady that answered was definitely having a bad day, did not take my details, instead very rudely said delivery takes 7 to 10 days. After explaining she then took my ID number and cut the call. Lastly I spoke to Siyabonga who REFUSED TO ASSIST ME at all. He advised my device wasnt verified. I cannot understand FNB procedure as I need to log into my internet banking in order to chat.

If I am verified over the phone using my ID number as well as my card number and my pin, how can FNB not change my otp to email or be willing to change my phone number as i will still need to go to the atm for further security. Correct???

Note to all FNB customers, do not lose your phone or send it in for repairs because you will not be helped unless you speak to Lereil Appolis.

I have so much more to add to my complaint however with the percentage of staff with lack of knowledge being on the rise, I highly doubt this complaint would matter to anyone in customer service!

Again thank you to Lereil Appolis, Great job