Exceptional Customer Service

It all started when I visited an FNB branch at Bryanston Shopping Centre on Wednesday 19-12-2018, because I wanted to withdraw a large amount of money (R13 000) I went straight to the tellers. The teller advised that if I have an app on my phone I can do the withdrawal at an atm. That's when she proceeded to help me set up the transaction on my app. I went to the atm attached to the branch an withdrew my money but because this was a large sum and did not want to attract any attention so as soon as the atm dispatched the money I took it immediately and left.

As soon as I got to my car I started counting the money and to my surprise it was R5200 short. Now I am panicking and running back to the atm where I found my slip which stated that R7800 was successfully withdrawn but R5200 failed. That's when I went back into the branch to find out what's going on. I was assisted by 3 ladies being Thuli, Ntombi and Mbelitho. As frustrated as I was there were very patient with me. They made me fill out a dispute form and was told I would get a call the next day(Thursday 20-12-2018) after investigations have been done. On Thursday around 11am I received a call from the branch requesting that I come and have a sit down with them regarding my case. That's when I received the terrible news about the footage surrounding my whole transaction.

So apparently just after I left the atm coughed out the remaining R5200 and it shows the shady looking person that was standing diagonal across the atm when I was withdrawing taking that money quick and making sure his face was not seen by cameras. I was then told to go and open a case with the Saps then come back with a case number. I ran around being sent from piller to post by the SAPS and even ended up giving up and deciding to continue the next day. As soon as I got home around 4pm I received a call from Thuli at the branch telling me I will not believe what just happened. I quote: The guy we saw on camera just walked into the branch wearing the same clothes but with brand new shoes. Little did the suspect know that he had already been seen *****ing the money from the atm. His account was frozen immediately and the matter was resolved then and there.

I would really like to thank Thuli, Ntombi and Mbelitho for their exceptional customer service and most importantly their patience with me when I nearly lost my mind. These three ladies really define what true customer service should be.