Dreadful customer service and zero follow-through from FNB Business call centre

I called FNB to close my business account, expecting a standard administrative process. Instead, I was met with poor service and zero accountability from the call centre staff.

After going through the full verification process, where agents clearly have my file, direct contact number, and reason for calling on record, the call was dropped. This did not happen once, but twice across two different consultants.

At no point did either agent make any attempt to phone me back, despite having my verified details right in front of them. Instead, I had to repeatedly dial back in, sit through the entire IVR automated menu, wait in the queue, and start the process from scratch with a new person each time.

This complete lack of basic customer courtesy and follow-through is unacceptable for a business banking service. FNB needs to train their staff on proper call etiquette and implement a simple policy: when a verified call drops, you call the client back.