Excellent Customer Service & Great Management S****s by CEO of FNB South Africa, Mr. Jacques Celliers.

<p> </p> <p>Hello Peter!</p> <p> </p> <p>Good day Sir,</p> <p> </p> <p>Please allow me your space to report this wonderful service excellence and great management s****s by the CEO of FNB South Africa, Mr. Jacques Celliers.</p> <p> </p> <p>Incident report</p> <p>On 3rd-May-17, I was ****** at an FNB ATM in Johannesburg, I fell victim of ATM card ******** who managed to get my card retained by the ATM and I subsequently lost R3,200.00. I reported the matter to the police, but there was no follow up action to assist or update report on their investigation. I also reported the matter to the nearest FNB branch, they also didn’t provide feedback up until I reported back to the branch about 2 weeks to make a follow up. At the branch I was informed that my request for a refund is rejected. I was blamed for being unintelligent, negligent and naive to the prevalent ATM ********** de*****ing unsuspecting customers at ATMs.</p> <p>I tried to reason my case but in vain, also requested copies of the ATM footage and audit trail reports but my request was turned down. The branch staff failed to acknowledge the existing security flaws at their ATMs enabling ********** to de***** customers off their hard-earned money.</p> <p> </p> <p>Escalation</p> <p>I then escalated the matter to the COE, Mr. Celliers, reported the whole matter and requested a refund. On the next day, I received an acknowledgement of my report from the CEO’s office. The matter was delegated to Mr. Jeff De Wit, a senior manager at the bank. Mr. Jeff was very calm, professional and more concerned about my well-being after this incident. Furthermore, he assured me that the bank will take liability for the ********** transaction and welcomed my views and suggestions to improve security measures at their ATMs to ensure that their customers do not experience the same problem. On the next day, I received the refund from the bank.</p> <p> </p> <p>Token of appreciation</p> <p>I hereby wish to express my sincere gratitude to the CEO, Mr. Jacques Celliers for his immediate intervention, the matter didn’t even stay for a day in his inbox! Based on this report, he’s proven to be a great leader, impartial and committed to customer service excellence irrespective of their social status, account profile, whatsoever. I'm hopeful that this incident shall provide lessons for all service providers, business units and management teams. Wishing the directors, management and staff of the bank all the best in their business endeavours and strategic goals.</p> <p> </p> <p>Preventative security measures</p> <p>I’ve submitted a list of action items [unsolicitedbusiness proposal] for consideration to improve security measures at ATMS to the CEO’s office. These security measures shall contribute towards improving security features at ATM Centres and most significantly prevent ATM ******** from attaching foreign objects onto ATMs to de***** unsuspecting customers. These are amongst others the following;</p> <p>1) hardware encryption on ATM components,</p> <p>2) security sensors to detect foreign objects attached onto ATMs,</p> <p>3) security sensors to alert armed security personnel if foreign objects are attached onto ATMs,</p> <p>4) security warning lights to warn customers if they’re foreign objects attached onto the ATMs,</p> <p>5) security closure and reset of ATMs after suspicious ***** transactions to prevent the actual ***** withdrawals,</p> <p>6) SMS pin codes required for high amount withdrawals, consecutive withdrawals, consecutive failed withdrawals, after-hours ATM withdrawals,</p> <p>7) improved ATM error handling to detect ********** transactions,</p> <p>8) improved ATM graphic user interface [GUI] or screens to capture faces and pin combination of ATM withdrawals,</p> <p>9) biometric verification pad for ATM withdrawals,</p> <p>10) 24 hours security personnel at all ATMs,</p> <p>11) ATM pin covers [security enclosures like POS machines to protect customer pin or copy of combination by **********],</p> <p>12) card-less ATM withdrawals using once-off pin codes generated using customers cell phone,</p> <p> </p> <p>Summary</p> <p>However this is a bitter and sweet moment for me, mostly bitter for the fact that there are many customers being de*****ed at ATMs who do not have the privilege of escalating their complaints. I wish to urge business units staff to refrain from defending their organizations, rather be professional, considerate, empathetic to customers and conduct fair investigations of such incidents. In my case, the branch staff was not considerate of my situation leading to an unfair adjudication of the matter without considering the facts and convincing evidence of the incident.</p> <p> </p> <p>I’m grateful that the matter has been resolved.</p> <p> </p> <p>Warm regards,</p> <p> </p> <p>Muzi</p> <p> ********** </p>