Disgruntled customer

My wife and I visited the Fourways mall FNB branch on Wednesday 5 March after hours in order to make a very important and urgent cash deposit at the ATM which we needed to transfer afterwards.

It unfortunately wasn't successful due to some of the notes which got stuck. Just as this happened staff members emerged from the branch as they had just closed and we addressed the matter with the operations manager Derrick Singh and he informed us that we need to visit the branch the following morning with the ATM slip received.

Since I am disabled( can't drive, sit or stand) for long periods of time due to nerve damage in both lower extremities as a result of three lower back operations and my wife a hair stylist and commission earner only, she later that evening learnt she was fully booked the next day and would be a challenge for her to leave work in order to go back to the branch.

She attempted to call the branch the following morning in order to speak to the operations manager Derrick Singh but to no avail as the call kept on routing to the call center with no joy.

After she informed me accordingly I took it upon myself to call the branch as per the number listed on the website but was also routed to the call center.

Upon my first call I spoke to consultant Lusanda whom put me on hold for about 40 min without any joy and I ended the call. I made a second call and spoke to consultant Curtis whom informed that I should dial the branche's number as per the website, follow the prompts and as soon as it rings press hash twice but still did not work.

I called the call center again for the 3rd time and then spoke to consultant Ketane explaining our predicament to her and if there was any other way for them to assist. She advised that she will put me on hold and call the operations manager Derrick Singh at the branch.

I was then put on hold once again for almost a half hour before she returned with a very ****y and arrogant attitude accusing me of lying about my disability as Derrick informed her that when he spoke to us he did not see any crutches or wheel chair but did not necessarily mean that there are no disability.

Instead of asking me what type of disability I have that is preventing me from personally visiting the branch she took it upon herself to question my integrity in a very distasteful manner.

Since after the incident I have sent 13 E-mails to FNB's complaints department (***) which to date has gone unanswered. After such dreadful service and treatment I am not even surprised.

I called the call center again today 7 March at 11:26 and spoke to consultant Darren requesting Ketane's managers details which he supp**** to me (Taylor Arthur) and said that he contacted Taylor accordingly whom inturn will call me and I'm still waiting. Again not surprised.

FNB's motto "How can we help you" as well as their core values "Pride, Accountability, innovation, Ubuntu, Respect " it's all a ****.