Disgusting service from FNB Sea Point Branch

I went to deposit an amount of R4960 into my account at an FNB ATM inside the FNB Sea Point branch on the evening of the 31st of May 2018. The ATM malfunctioned and the deposit was not successful. Instead of the ATM returning my money it gave me a slip informing me to contact the bank. I live very far from Sea Point so I decided to call FNB to report the matter. The numbers that you find online are not for the branches but for the call center and the agent that I spoke to told me that I needed to go specifically to the FNB Sea Point branch as no other branch would be able to help me. I live 5 minutes away from the FNB branch in Brackenfell but I was being told that I have to drive 37km's to Sea Point and another 37km's back home if I wanted the issue to be resolved. This did not make any sense to me whatsoever, I mean why should I be inconvenienced so much in order to get my own money back? So much for “helping people”.

Anyway, since I did not have much of a choice, I went to the Sea Point branch first thing on Friday morning to try and sort the issue out and get the money back. I was then informed that the bank needed to cash up the money that is in the ATM and that the money would be deposited into my account the following day. Nothing came into my account on the Saturday so this time I decided to go to the Brackenfell branch to ask them to contact the Sea Point branch on my behalf. Attempts to call the Sea Point branch were unsuccessful so I was advised to log a complaint online, which I did but soon found out that it was a waste of time because nothing came out of it. The Branckenfell branch manager also sent the Branch manager in Sea Point an e-mail to bring the matter to his attention. I was then told that the Sea Point branch will give me a call on Monday.

On Monday no call came through and there was still no sign of my money in my account so in the afternoon I went to the Sea Point Branch again. I requested to see the branch manager but he was very reluctant to see. I told the consultant that was assisting me that I refuse to leave without seeing the branch manager. Eventually, after having hassled the consultant repeatedly, demanding that he calls his manager to tell him I’m still waiting on him, the manger finally decided to grace me with his presence. This is after having waited for him for almost an hour while I am supposed to be at work.

I explained to him what has happened in detail. Not that I needed to because the Brackenfell manager had already sent him an email, yet he or any of his staff did not even bother making any contact with me. Although this had nothing to do with the Brackenfell branch, they were more helpful and willing to assist me than anyone at Sea Point. After hearing my story the manager became very defensive and proceeded to tell me that there is no way his staff member would have advised that the money will go in on Saturday as the process takes up to 3 working days and the consultant has been working with such issues for many years. I asked him to call the consultant but was told that she was off sick (how convenient!) He then told me that the money would be in my account the following day and that he has just signed the payment off. After having wasted so much of my time, energy and resources, this manager was not even willing to take responsibility for the fact that their branch has been giving me the run-around. I voiced my frustrations to him and left the bank with the hope that my money would be in my account the following day.

Tuesday marked day 6 since the saga began. I check my statement to see if the money is back. I see that the deposit was made but it is not reflecting as an available amount. I then decided to wait and check it later during the day but I find that the situation is still the same. Today (day 7) I decide to call FNB because Lord knows I cannot make another trip to that branch. The call center agent then advises me that the money was deposited using a cheque which is going to take 10 working days to clear. I am beyond disgusted with the service that FNB offers. So what this really means is that it takes 2.5 weeks for FNB to sort out an ATM dispute. I’m not sure now what happed to the 3 working days that the branch manager was emphasizing so much. First chance I get I am going to a bank that is concerned about helping their clients instead of just throwing around a slogan that they do not live up to.