Dissapointing service

On the 12th of July 2024 I visited the fnb branch in chatsworth Centre. I had an enquiry with my investment which was not paid out on the stipulated date I was given. Before I could enter the bank I was advised by the service consultant and the front entrance desk that I should use the phone on the outside and contact the investment department.

I found it very unfair that when we come in to open an investment with fnb we are treated nicely and are welcomed inside the banking hall but when we have problem we are told to go outside and use the phone.

There is only one phone on the outside next to the atms. There is noise coming from the customers and the machines on the right and the mall plays music via the loud speakers on all floors. So imagine being on a call struggling to hear important details and instructions from the consultant on the line and noise coming through both side of ears.

I could barely hear what the consultant was saying. To top it off, there was customers waiting behind me to use the only one phone available.

I spent nearly 20 minutes trying to sort out my investment issue. There was no chair available, I had to stand there uncomfortably the entire period. What if it was an elderly customer? Is this the treatment you offer to your long standing customers? No chair, full of noise, isolated in the end of the banking hall with no assistance and scared about my surroundings.

This branches banking hall is so Huge on the inside can't you at least designate one table a chair on the inside of the bank so that we may have peace of mind when speaking on the phone. We have to give personal and sensitive information over the call and the person behind us can hear everything clearly. While holding the phone in one hand and struggling to listen and follow instructions we have to take out our phone to authorize and give permission to the consultant to access our account. We have to do this and concentrate on the call whilst watching our surroundings.

This is truly unfair to be treated like this FNB!! You need to treat us clients better.

Also have an express cash atm at the same branch. All are cash and deposit and at times all are being utilized for deposits and we have to wait lengthier periods just to draw cash and leave.

I've been with you guys for 15 years and never once thought about changing to another bank but after this experience I'm really dissatisfied.

Take care of your clients. It's the simple things that matter.