Excellent FNB Representative - Exceptional Service Level

I would like to thank Mrs. Roshni Chetty from FNB Cornubia and the company personnel for their excellent support and customer service.

The Home Affairs process on the website http://www.dha.gov.za/ was a breeze up until the booking system as it only gives out a notification that states the time slots are unavailable regardless of which branch is selected and went on for a fortnight, this is something Home Affairs needs to rectify on their end. My wife and I had been trying to apply for new IDs (updating her new surname) and Passports after being married in 2020, but it had been a mission so I thought let’s give this online booking system a try, as it failed and this being a home affairs issue, my wife and I decided to pay the Umgeni Road Home Affairs a visit, I arrived and was asked to join the line outside before I could explain what I was there for, eventually got to the door and showed the security guard that my application was accepted and its say pay home affairs a visit, he says no we not doing updating of surnames, come back on the 13th of September. After this disappointing news, we paid a visit to the Dr AB Xuma Street home affairs with the same story, so we went on to the Chatsworth Home Affairs, apparently at this branch they don’t do online bookings according to the lady at the front desk, you have to make a booking on a Wednesdays in person and come back on the date assigned to you, while standing outside this branch I called the office line a couple, I could hear their telephone ringing inside the office and no one answered. Thereafter I called the Pinetown home affirms office to seek some advice on what I should do next and to my amazement, they answered on the second call made to them and put the phone down, the receiver clicked.

After such a wasteful day of time taken off work, we decided to pay the Home Affairs and FNB Cornubia a visit, for assistance in how we can attain a date on the booking system. We reach FNB and were greeted by the friendliest security guard and constant which was a sign of relief, I explained our dilemma of the day with all the home affairs departments and the booking system situation. We were advised to speak to the Home Affairs consultant who handles the IT systems onsite, we get to her and she asks us to wait in line, I state “I only want to ask you a question about the booking system”, and in the usual home affairs fashion, she seems irritated by me being the asking for assistance and still asks us to be seated in the queue. Being tried of this nightmare of pathetic and disgusting service from the home affairs branches, we decided to leave.

However, on our way out the FNB consultant who assist us at the door asked if we received assistance and I advised her that I cannot sit in line to ask the lady from home affairs a simple question, there were at least 20 people seated and two home affair constants that were working and this lady was just standing the looking at them. Hearing this she stopped Roshni who was passing by at the time and explained the situation we were in, she was extremely attentive and she listened to all my concerns with a great deal of patience, she also provided timely and helpful advice regarding the booking system even though this is a home affair and not an FNB issue. We had managed to resolve the booking system issue after she approached the home affairs staff on my behalf and we eventually received a date. Upon my next visit to the Home affairs at FNB Corunbia, it was such a pleasant experience as only the two consultants that I mentioned earlier were there, working exceptionally and in such a polite fashion, unlike their representative who is painting such a bad image of this branch.

Once again I was very thankful that Roshni and the staff at Cornubia FNB solved the problem I faced. They have such a caring approach and Roshni is a true professional. Please accept my gratitude towards her and her staff for their speedy and efficient services. We were able to complete the ID and Passport applications within a few minutes on the date we had been allocated. I would especially like to commend Roshni for her professionalism and superlative skills.