Customer Relation Centre buries complaint and covers it up

I wrote a previous review to highlight my unhappiness with FNB's handling of a destitute customer where they refused inside the branch to give information to the customer (I was present during this interaction) - the answer was that the ***** Department is handling this aspect (since 2016 according to the customer).

After the review the bank contacted me quickly to get in touch with the customer who does not have her own cell phone at the moment. The agreement was that they should phone at a particular time. The call was set up and I was assisting the customer as I am under the clear impression that the bank wants to keep on bullying the customer. They refused to talk to the customer on speaker phone. In the end I requested that they must please get somebody to talk to the customer in her home language. The consultant agreed and promised that somebody would phone back in ten minutes.

This never happened.

Today I followed up on this complaint (almost two weeks later and learned that the complaint was closed by the bank on that same day that we talked. The note on the conversation did not include the consultant's undertaking that somebody would phone back.

This confirms my suspicion that FNB does not want to assist. It is also a question of integrity. I would love to get a copy of that recording. It seems that the bank think that I may be a ******* or *********, but in the process they deny the customer at least two of her constitutional rights.

#FNBpaybackSelina is what I will distribute. I assist these "wounded" people to walk on a daily basis and help where I can.. I hate it when I see injustice around, especially from a bank where you would think they would apply certain ethical and moral values. It they do not subscribe to that, how safe it is to have your accounts or investments with the said group?