disapponted online customer service

Today, Saturday at approximately 1:00 pm, I contacted the FNB Premier Account Helpline for assistance. Initially, I was refused help. I then called again later in the week and was able to increase my limit. I was advised to use the same browser, which I did.

However, when I explained this to the consultant during today’s call, he insisted that I must download the app. I explained that I do not want an app on my phone due to concerns about *****, as many people have had their accounts compromised. Despite this, he refused to assist me.

I called again and spoke to Chantel from Online Banking at approximately 1:15 pm. I explained to her that I had already spoken to three consultants who either refused to assist me or ended the call. I specifically asked her not to disconnect the call, as it had been extremely frustrating trying to reach someone who could assist. She asked me for the support number at the bottom of my browser, after which the call was disconnected. She did not attempt to call me back.

I then called again and spoke to another gentleman who apologised but advised that he was unable to assist.

I find this level of customer service extremely disappointing and unacceptable. A consultant should not refuse assistance simply because a client does not wish to download an app, particularly when there are legitimate security concerns.

No one has contacted me to follow up or assist further. I am extremely dissatisfied with the service received from FNB. While FNB promotes itself as a leading bank in technology, there is a clear need to improve customer service standards. Without clients, there would be no business.

I am deeply disappointed by this experience.