Excellent service received from FNB Vryburg Branch Staff

I would like to write to you today to personally take a moment to thank Nandi Seloge, Herschelle Anthony as well as Keitumetse Mogapi for their excellent customer care, support and service.

I visited the FNB Vryburg branch today after having purchased an Easy Account replacement card from Click for the third time only to experience the same problem with linking and activating the new card to my existing account.

The problem that I had experienced was that whenever I tried to use the cell phone banking or mobile banking channels to link the card using the eleven-digit serial number I would receive an error message that the card was not, what I would describe as, registered.

In frustration I went to the branch already expecting that there would be some form of issue again, however, I was politely greeted by Mr Anthony who took me to the digital channels service desk, assisted me to log into my account and attempted to help me link the new card to my existing account through internet banking, however, we were not successful. Mr Anthony apologized for the inconvenience and asked that I remain in the queue to be assisted.

Mrs/Ms. Mogapi then came to me while I was in the queue and asked how I could be assisted. After I explained my situation to her, she kindly asked that I remain in the queue and wait for Mrs./Ms. Seloge as I had been at the branch previously during the day and I was assisted by her with my query to get a replacement card at the branch. The reason that I did not get the replacement card in the branch then was because Mrs./Ms. Seloge informed me that it would be more convenient and less expensive for me to get a replacement card from Click, which I then did. (However, I experienced the same issue with this process as explained above.)

Mrs./Ms. Seloge then helped me to get a ticket number and helped me towards the waiting area where I was assisted by Mrs./Ms. Mogapi within 30 Munites (Which was 1 hour less than the estimated time on the ticket number).

Mrs./Ms. Mogapi logged on to my profile and tried by each and every means to link the card, which I had purchased and brought with me to the branch, to my existing account. Mrs./Ms. Mogapi was not able to assist me to link the card as the system had blocked her from doing so and she explained to me that the error message was that the branch was not authorised to do so, and she contacted FNB directly thereafter. She explained the problem to the consultant over the phone who was not able to help her, however did apologise for the inconvenience caused and asked Mrs./Ms. Mogapi to issue me with a new card from the branch at no additional cost to me as the customer.

Given the above information as well as the experience with the branch and the interaction that I have had with Mr Anthony, Ms./Mrs. Seloge and Mrs./Ms. Mogapi today, I am pleased to say that my branch visit was a pleasant experience and that the FNB staff that I was assisted by today were helpful, informative and resolved my query to my satisfaction.

It is people like the above mentioned that make my banking experience pleasant and retain me as an FNB customer (above and beyond the wonderful products and services that the bank offers.)

Thank you again to FNB as a whole, the Vryburg Branch and especially the mentioned staff for excellent customer care and service!