Customer care that couldn't care less

<p>I would like to share my FNB experience with you:</p> <p> </p> <p>1) I receive terrible service from FNB Commercial, whilst at work, but convince myself that the individual banking division is different. So I apply online for a Private Credit Card</p> <p>2) All is approved, but when the card arrives, it’s the wrong card.</p> <p>3) It takes 3 phone calls to finally speak to somebody in the call centre that is able and willing to assist. The banks call centre seems to have a culture of: ”Well, that doesn’t seem easy to solve, so I’ll transfer you to someone else and then it’s no longer my problem.” You tend to bounce around 3 to 4 times before someone is finally willing to help you.</p> <p>4) I get told that the bank will perform a card swop for me and deliver my new card</p> <p>5) I wait and as per my usual experience at FNB, I have to initiate the communication to find out what’s going on and what’s taking so long. I refuse to call the call centre and experience “pass the buck” transfers again. So I send an e-mail. I send a second.</p> <p>6) This morning a lady called me, unfortunately I was in the shower. On my voicemail, she asks me to call the call centre. I call the number she gave me. I get told by the call centre agent that I dialled the wrong number and she’ll transfer me to the correct department. (Wait, WHAT!?! So if she’s right, why was I given that number to call in the first place?)</p> <p>7) I get transferred to a gentleman that listens to my problem and asks me to hold. He puts me on hold and then, conveniently cuts me off.</p> <p> </p> <p>I couldn’t help but laugh at the sheer ridiculousness of the treatment I’m getting. South Africans are so content to accept horrible service from the banks, because it’s been like this for years. All South Africa needs is one bank, just one, to treat it’s clients with the due care and they will DOMINATE.</p> <p> </p> <p>Now naturally at this point, I feel that there is ZERO responsibility and accountability in the call centre. The e-mails hardly get responded to. And the website clearly doesn’t work. The staff CLEARLY couldn’t care less about helping me as the customer.</p>