DISGUSTING customer service fro a so called "team of bankers"

Good day,

Let me start off by saying that I've been a loyal FNB client for the past 5 years - no issues, no hiccups and great service - until today.

I saw an unauthorized debit order come off of my account this morning and then received an SMS from FNB to say that they noticed there is a new debit order for this amount and I should contact my "Team of Bankers" or call in if I didn't authorize it.

So I tried phoning the number, but could not get passed one of the voice prompts, so then I logged on to my app and sent a message to explain what happened. A different lady helped me almost immediately and told me she sent through the request to do the reversal and it can take up to 24 hours to complete - which is great! I have no problem waiting.

A few minutes later, I received a message saying that the reversal to account **** was unsuccessful with the last 6 digits of my bank account number - so in my eyes, the FNB team did try and reverse the transaction for me as I asked, but it failed.

Concerned as to why, I logged back on to my FNB app and sent another message to my "Team of Bankers" and was then put in touch with Bridgette Mtetwa who told me that yes, this is the process - WHAT is the process? For the transaction to show as failed before it comes through correctly? All I wanted was some assurance that nothing is wrong with the request for the reversal to come through whenever it gets processed. She then told me that I can call it in and gave me the same number I tried before, I told her I did already speak to someone and they DID put my request through to reverse it and all that, but my concern is the message I received about it failing.

Here is the message I received back: "Jolanda, its either you call in or you wait for debit order desk to process your request as it has already been escalated to them. Their turn around time is up to 24 hours.

REALLY? Did she even read my message or understand my concern?

IS THIS YOUR IDEA OF WORLD CLASS BANKING AND SUPPORT?

How can someone who speaks to customers that way be put in a support position?

When I exclaimed my disgust to her she said she just wanted to explain the process to me? Again - WHAT process??? And a process was never even explained, she completely misunderstood my message and concern. And then to make it worse, before I could reply, we were conveniently disconnected..

What a sh*tty experience! I do expect FNB to do something about this lady who is so rude to their clients.