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SM
Siyabonga M

1 reviews | Active since Dec 2023

12 Dec 2023, 12:27

deceased estate

I contacted FNB your call centre yesterday( 11/12/2023) to follow up on the deceased estate query and to my surprise I was informed about having to open an estate account which will be difficult to do right now • Initially when I submitted the documents at the branch in P.E ( KENAKO) in October 2023 this information was never shared and I was advised everything is okay and the funds will be transferred to my personal bank account. • I then received two emails requesting for my late mothers ID and mine (note no communication was made that i have to open an estate account) • I submitted the documents, received the automated response and I waited for over 72hrs before I could call for a follow up. • On the 04/12/2023 I called, the consultant that assisted me advised that she could see all the documents I submitted of which everything was fine at this point and she went to notify me that she will sending a request to the team leaders to assist with processing my request and she also did stated i must follow up if I do not get no feedback by the 11/12/2023 or 13/12/2023 If I not mistaken. • Made a call yesterday spoke to about four consultant with all of them telling me they will request their team leader to be in contact with me, the first call was at around 10:30 and up until now i am still waiting on that call and the solution • How is that I have to suffer for something that is completely not my fault? • I do not work for FNB the process I followed was on the bases of those work for FNB now why do I have to be the one who is being inconvenienced her • Today I called the call centre and I spoke to Tshepiso who transferred me to a manager apparently by the name of Simangele who was very rude as they ended dropping the call me this was between 11:38 and 12:00 Simangele also told me that i needed to follow the process without even understanding the reason behind my complaint. • They seemed very clueless and sounded like someone who was just sent to take my call and get rid of me

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Replies (2)
SM
Siyabonga M's update14 Dec 2023, 13:48
Reviewer Update
I received a call after i logged the complaint then went on to receive 2 more calls from the P.E branch of which the advised me that I will be getting a call from the manager of the decease and estate department this was supposed to happen yesterday and till now i am still waiting.
SM
Siyabonga M's update18 Dec 2023, 16:35
Reviewer Update
It is now been over 72 hr since i logged the this query with no direction as per to exactly what is the way forward and what is the turn around to resolve my query
Today i sent an email to Chad Cornelson who emailed me on the 14/12/2023 to say for feedback I should email him my email was sent at 13:04 I am still waiting for response
I then received a call from Arnold Roman at 15:43 who is standing in for Naeem
  • The first thing he asked me was that "where you able to open up the estate account"
  • I was kind enough to explain myself again as this showed that he does not have a full understanding of my query and this actually got me irate
  • He did not have a solution
  • He really sounded like someone who does not know what they are talking about or the type of query they are dealing with
  • He end up saying he will referee the query to the Business Unit
  • I told him seeing that he has been left in charge, then in stead of sending an email to the box of the other department , how about he pick up the phone and call the manager of the other department or sent them a direct email.
  • I asked him on the SLA he said it is 48hrs ( more delay )
  • I requested once he send an email confirming wha he has done ( he said he will )
  • I did ask him to get a feedback on the call between me and him ( so he can get an understanding of how he has dealt with this)

Now this has basically taken me back to the first reason I logged a complaint.
Is this how FNB handle their their escalated queries or any query in fact?