Disgusted by FNB Service

In December I made a courtesy call to fnb enquiring about the Slow Lounge visit. I was advised I only have two visits.

I then proceeded to slow lounge with two more people. To my surprise I was charged R750 (R250 per person) instead of R250 for one person as I was advised I have two visits.

I then queried this with fnb. They tried their lame and corny reasoning with me. I then demanded that they play the recording as they claim I wouldn't have been advised otherwise as I didn't have any visits available

I then asked them to listen to the recording. Which they did and was advised that there is no such conversation from the calls I made. I then asked them to send the recordings so that I can listen to them myself as I am so sure that I did make a courtesy call on the said date, which is a norm because I had encountered the same incident twice before.

A consultant called me and advised to go the branch for the recording. I then asked the person calling, how would fnb know which recording and the date? I was told they will know I must just go there. I then requested them to send me an email of the recording incase I get to fnb and they know nothing about it. Things just didn't add up hence I requested a recording to be sent to me.

I waited and nothing was sent. They I got sick for almost two months. After I had recovered I remembered that fnb was supposed to send the recordings which they didn't. I decided to go to the Florida branch on Thursday. 21 April 3 months later!!!

I spoke to the Manager there who was surprised by all this. His name is Fernando, he then made a courtesy call to request the recording and advise that he will give me a response within 48 hours. I was cc'd on the email sent to customer care.

You won't believe this!!!! They responded that the case was closed and they will have to reopen it and investigate! I was so peeved. Who gave them permission to close the case. I was left hanging for 3months and the next thing I hear the case is closed and they will investigate again..

I have tried to do a follow up a month later since their last correspondence was on the 22nd April 2022 to no avail.

Reference no: ***