Disappointed in FNB PREMIER CHAT PLATFORM

I am writing yet again to formally complain about the extremely poor and unprofessional service I have experienced via the FNB Premier Customer Chat platform. This is now the third time I am compelled to raise the same concern, which in itself is deeply disappointing.

During my most recent interaction, I was passed between multiple consultants with no resolution. I initially dealt with Tebello, who was disconnected. I was then assisted by Portia, who also dropped off the chat, followed by Sphiwe. Portia later reappeared, stating she would be with me “in a moment,” to which I responded—out of sheer frustration—that I sincerely hoped so, as I had already been shunted between three consultants without any assistance whatsoever.

At this point, Sphiwe interjected to state that nine (9) consultants had supposedly been involved. Nine people, and yet not a single one was able to take ownership, focus, and resolve my query. Ultimately, I gave up.

This level of service is wholly unacceptable, particularly for a platform branded as Premier.

Response times were excessively delayed, there was no continuity, no accountability, and no respect for the client’s time. The experience felt chaotic, unfocused, and dismissive.

With no assistance rendered, I am asked at the end of my chat "Thank you for chatting with us today. If there is anything further you would like assistance with, please do not hesitate to contact us again." my question was never answered!!!

A Premier service should mean: - One consultant taking ownership of one customer - Seeing the query through to completion - Only then moving on to the next customer

Sadly, this was far from my experience.

It is truly disappointing that FNB appears not to value or respect loyal clients such as myself. I trust this complaint will be taken seriously and addressed with urgency, as the current standard of Premier Chat Service does not align with the values or service levels FNB claims to uphold.

I await your response and, more importantly, meaningful improvement