Excellent Customer Service Experience,

Dear Sir, Madam

I trust that you are well.

I wish to commend Mr. Sifiso Kunene, FNB Swaziland Mbabane branch for excellent customer service and product knowledge.

My name is Muzi Vilakati, a Swazi citizen based in Johannesburg. I have a dormant FNB Swaziland account that I seldom use for personal purposes; ***. Early this year, I decided to open an investment account on this account using online banking services, and transferred R10, 000 into the account.

With a few months, I used up to money since the monthly interest was very little. However, there was a balance of R1, 000 left on the account that I was not able to access. I then emailed the FNB Swaziland Support team for assistance, however, they were unable to help. They advised me to visit FNB Siteki branch where the account is domiciled. I wasn't able to do that during business hours.

I then approached FNB Southdale, Southgate and The Glen Mall branches for help but failed to get assistance, for reasons that apparently "the branch code on my investment account was incorrect/non-existent", therefore nobody seems to be able to access the account from a remote branch.

At FNB Southdale branch, the consultant advised me to use their online banking terminals to close the investment account and move the balance to the main account but she didn't know how to do it herself.

At FNB Southgate branch, the consultant called Siteki branch, there was a lengthy discussion which didn't help to resolve the matter.

At The Glen Mall branch, the consultant refused to help but insisted I should use ATM machines to close the investment account and move the balance to the main account. Eventually, she accompanied me to the ATM machines but she also failed to execute her own instructions.

On 26th March 2019, I had a business trip to Mbabane in Swaziland, and had an opportunity to report the matter to another FNB branch. I was assisted by Mr. Sifiso Kunene, he understood the matter, explained the root cause of the problem and managed to move the R1, 000 balance to my account without referring me to the next FNB branch or consultant.

I was pleasantly pleased with this experience, and been willing to express my sincere gratitude to the management of FNB for this kind of service. However, there could be many other customers being moved from pillar to post by bank consultants with limited product knowledge and poor customer support services s****s.

I trust that you will find the above mentioned wonderful experience in order.

Yours sincerely,

Muzi Vilakati ***