DISGUSTING SERVICE FROM FNB

If there was a minus star button I would allocate it to FNB.

FNB are definitely one of the worst service providers in the banking sector as well as the financial services sector. They just have no idea how to treat their customers. Instead of trying to resolve alarming failures in their service, they just continue to antagonise the customer hoping that they will get exhausted and simply go away. The time and effort I have had to spend on desperately trying to get them to see their failures, could have been used for far better purposes. Their constant investigations are futile and there is no cohesive approach to anything in that organisation. Silo operation is the order of the day. Nobody takes ultimate responsibility to resolve a problem and passing it on to another department is obviously a way to avoid finding a solution in favour of the customer, or at least, to make a proper business decision and take decisive action. It’s about action not repeated useless words like “we apologise for the poor service and your bad experience” and “you are important to us”!!!!!!!!! Just lip service that serves absolutely no purpose at all.

I have pointed things out very clearly for each and every representative who has dealt with my matter, however they still keep on investigating. Delay, delay, delay!. The information on their live investment web for their customers to use is filled with incorrect information and even when pointing this out to them, on numerous occasions, it is still not a priority to fix and remains incorrect. How on earth can customers check the accuracy of their investments if the very information contained on this sight is and remains incorrect.

I notified them that I was transferring my assets out of their “clutches” on 1 February 2022, due to concerns. This took more than two months and hours and hours of time on the phone, corresponding and meetings with SARS to get FNB to eventually process the transaction in my best interest. Previously they refused to do a simple administrative process, which could have cost me R180 000. How shocking to think that if I had not pursued this matter, I would have lost this money. It took me getting an instruction FOR THEM from SARS to reverse the directive, to get them to do so. SHAME ON YOU FNB. WHY WOULD YOU DO THIS TO YOUR SO CALLED IMPORTANT CUSTOMERS!!!! It literally made me sick and I should send my medical bills to FNB for payment.

After this shocking experience they still dared to deduct fees for all their divisions AFTER the termination date and when I set off the alarm bells regarding this disgraceful conduct, they have spent hours and hours trying to justify their actions. Yesterday I received another letter explaining some of the contact points I had with their Private Wealth Department during this time, but they failed to provide the context, which is really laughable and should be an embarrassment to FNB. This they believed justified charging a fee for advice, which did not take place. Surely asking one of the team members, who DID previously provide service, to point me to someone who could assist, CANNOT be construed as advice!! FNB would you like me to publish the actual sequence of events and content of my emails, the responses, or lack thereof and the content of my endless calls to representativeness in your organisation begging for support??!! No, I don’t think so, as you might just find yourselves with huge volumes of customers running for the hills.

I am asking you AGAIN to do the right thing. Refund the fees, which you have deducted and then close my accounts allowing me to move on, so that I never need to deal with anyone in your organisation again!!

FNB save us all from this misery and refund me the fees you have deducted from my investments. Stop trying to justify why you were contractually allowed to charge the said fee and ask yourselves this question:-

After acknowledging that you have provided disgusting and non existent service do you really think that it is ethical to charge these fees and wouldn’t it be showing that you really do acknowledge that you have failed me as a so called important customer and take a business decision to show that you can actually do the right thing with a gesture of good faith by refunding the fees. Don’t you think that this would perhaps renew some faith in your organisation? Or are the few rands that you “******” me of so desperately needed by FNB that it is worth damaging your reputation even further

PLEASE PLEASE PLEASE just do the right thing!!!!!!