Estate Late Account-Inconvenience!

My aunt has been banking with FNB for many years and has just lost her husband in March 2018. She went to FNB-Prospecton to open an estate late account, firstly the lady that was opening the account was so cold and unfriendly and seemed somewhat irritated by what she was doing. She specifically told my aunt that she has a choice of whether to order a cheque book or not, if my aunt didn't want one, it was not a problem as she can just go into the branch if she wants to withdraw money from the account.

Fast forward to 30 April 2018, some money came into the estate late account and my aunt went to FNB-Pavillion branch to withdraw some money, when she arrived there, she was advised that she cannot transact on the account unless she has a cheque book, there is no alternative. My aunt explained what she was told by the lady who had opened her account and also stressed the importance of getting those funds as soon as possible as her husband's vehicle is in arrears and the financing bank requires payment as soon as possible, there are also no groceries at home and there are other outstanding bills that need to be paid. Nobody at the branch could assist despite the error which was done by an employee of the bank. We are so disappointed in FNB, not only are their staff rude and insensitive, especially towards a lady who has just lost her husband, but they're are unfami**** with the products offered by the bank and are incorrectly advising clients!

My aunt was literally in tears at the branch when she was told that she has to wait for a cheque book which will take 5-6 working days to be delivered and the cheque itself will take a further 7 working days to clear. In addition to all the emotional stress she is under, she has suffered a great deal of inconvenience and financial distress due to the incompetence of FNB staff.