Customer service?

On March 17th 2020, I visited FNB in Beacon Bay and asked Siyavuya to help me pay off my credit card with money that I have transferred to my cheque account, and then close the credit card account. He even completed the account closure document and had me sign. At the time I didn’t realize that he paid off my overdraft instead.

After receiving numerous sms from Card Division regarding an overdue amount on what I believed was a paid in full credit card, it transpired that my instructions were not followed and that I was indeed owing money to the bank.

In May on the 19th I went to the bank, asking assistance in closing my credit card account, and Annelize helped me to phone in and confirm the settlement amount which was valid for only 30 minutes. I told her that I would have to go to Absa at the other side of Retail Park's parking area to withdraw the amount as I did not have it in my FNB checque account, and make a cash deposit. She failed to mention the cash handling fee. After queueing at the Absa branch (Covid 19 should be renamed to Queuevid 19 and with the neck injury I sustained in a fall in January, standing for long periods, is NOT fun) I asked my friend who can walk a whole lot faster than me, to hurry back and make the deposit on my behalf. She RAN to FNB to make the counter deposit. Fortunately we were still in the parking area when I phoned Card Division to confirm the transaction, I was told that there was another R250 odd outstanding. It was only after this amount was also deposited at the counter that the second consultant at Card Division told me about the cash handling fee. She suggested doing an inter account transfer as the last amount was under R100.

Instead of paying R81,00 I then transferred R90 into the account and phoned in to confirm, asking the consultant to close the account and send me a letter confirming paid up status.

On June 7th I received a letter confirming closure of the account. I phoned again, insisting on a letter stating that the account was settled and closed, and on the 9th I received another email. This time I was informed that the account was closed but should there be any outstanding transactions, it would be reopened and the money due would be recovered.

Why is it so difficult to follow a basic instruction? If Siyavuya had LISTENED, this whole situation would have been avoided. And after I specifically said I would have to make a cash deposit, Annelize neglected to warn me about the cash handling fee that would impact my transaction. I always thought customer service means taking care of your customer's needs and advising them of their options. Seems I was mistaken.