Customer Service Down the Drain

I have been with FNB for probably 10 years and have multiple accounts with them. The past few years when one of my cards expire, the renewal card always gets couriered to me. With my one card expiring end Feb, I received an SMS from FNB a few weeks ago letting me know a courier will be in touch soon regarding my card.

This morning I get a reminder to fetch my card from my branch. I was never asked if it can be sent to the branch nor was I notified when it got there. Now when we are in a pandemic, FNB suddenly makes it a hassle to have our cards delivered to our homes.

Tried chatting to them on the app, but the first agent just disconnected from my chat while the next agent wasn't of much help. They said if I want a courier delivery I need to cancel the card which is at the bank and apply for a new one and then I have to contact them again to reverse the funds to me for the new card. Why all this effort instead of easily sending the card to me as usual?

I tried phoning after this and after holding for long the agent who answered my call, kept saying she couldn't hear me, so I held on so long for nothing. I messaged them on Facebook and they sent through the info for what I'd need to collect the card and they also let me know I'd need to cancel the card and apply for a new one if I want it delivered.

Also, I now suddenly need to print and sign a form for proof of residence too seeing as I live with my parents. Which means, seeing as I am not at work with a printer, I'd have to drive to a print shop, get exposed to people while I am there, go back home and have a parent sign the form and leave home again to go sit in the bank. So much for caring about clients' health and safety.

Get to the bank. Spent an entire hour there waiting just to collect a card. A whole hour wasted. All while another client was sitting and coughing constantly inside the bank too.

The agent who manages the Facebook account also logged a complaint for me. This afternoon I get a call from a lady working for FNB who basically says that this is a new process they're trying since the pandemic (which we've been in for a whole year, but anyway.) I mean, why would you make people come into your branches for something as simple as collecting a card? The queues are long enough as it is. Now FNB is causing more traffic into their branches because they decide a pandemic is the perfect time to try a new process. All other businesses are working to make things easier for their clients and to keep their clients safely at home, while FNB is basically just sending out invites to visit their branches.

She also seemed impatient with me and told me it's not working for FNB either since they have to cover the costs of the cancelled cards that don't get collected while they try this new process. Why would you even do it then? I wasted an hour, sitting in a public place to collect a card they could easily deliver like they did the past 10 years.

FNB, you need to do better. Don't make this pandemic more stressful for your clients than it already is. Also, I don't want another agent phoning me just to explain processes etc. - nothing you do or say now will fix this horrible experience.