Extinct Relations Manager

I lodge this complaint after receiving the most appalling service from the FNB Call Centre(Credit card division) and the FNB Cresta branch.

On the 28.06.2019, I opened a premium account with FNB, My husband then requested that I open a credit card during that time which I did and I was assisted by Masi, Nomaxabiso at the Cresta branch. I did not have my payslips on my for the credit card application, Masi then sent me a blank email from ***, I did advise her that I will only return to work on the 03.07.2019 and will be able to send the payslips, she advise that will not be a problem and I could send the documents then and all will be sorted out. I then sent the documents through to Masi and have not received a response to date. I then sent another email on the 10.07.2019 stating that I am receiving numerous emails from the credit card division that they require my income documents, still no response from Masi which in my opinion is very unprofessional to say the least, how on earth does one not even acknowledge receipt or respond to a customer for 23 days?

I was then contacted by Magdalene from the Credit card division who contacted me on the after the 8th of July, I then advised her I have sent the documents through to *** and to Masi, She said she will check and come back through to me which never happened, I then kept receiving emails and sms's non stop informing me that I should submit proof of income. On the 16.07.2019 I contacted the number listed on the sms, My call was answered by Precious who advised me that my ID no was meant to be on the subject line which was an error on my side and I take full responsibility for, I then told her that I kept sending me emails with my bank statement, Magdalene who said she will get back to me never did and no one could even respond to my emails and give me a call to resolve, She then repeated that the ID must be on the subject line, I then got irate and said that "you have two options, You can either release my call or put me through to someone that can help me with my query" low and behold, she chose to release my call instead of actually escalate to a supervisor or manager on duty.

The second time round I got through to Philly - I think I might have spelt his name incorrectly. I said that I do not want to deal with any of the agents and I requested the names of his supervisors which he gave to me yet for some reason they were also in a meeting like all the other divisions when a customers requests to speak to a supervisor, I did tell him that the line is very old and that I will hold the line. I continued to hold the line for God knows how long and finally got through to Andre, Andre then assisted and requested the necessary documents to be sent which I did, whilst on my call with Andre which as per your hold message is recorded, I requested the higher manager which I was told the customer relations manager, I requested his name and speak to to him, I was told that he cannot and will not give me the customer relations managers name, I was really taken aback as this was a human and not some type of extinct animal or flower that Andre was now protecting. I could not fathom this answer that I was given.

Later on the 16.07.2019 I received a call from someone by the name of Hantjie from the Cresta branch stating that she received instruction from the so called customer relations manager to give me a call to offer me God knows what, I asked that she first sort out the credit card complaint before contacting me again.

I then received regular updates from Andre that my complaint was escalated and it will be dealt with by the correct division, One week passed and there was still no feedback from the complaints division or the customer relations manager that I requested to speak to, I then followed up with Andre and I advised him via email that I am still waiting for this customer relations manager, His Call Centre Manager then contacted me (name:Sundrarum) on the 24.07.2019, I asked him who he was and said that I did not request to speak to him but the Customer relationship manager which to date has not picked up the phone and spoke to a concerned newly joined customer who received the most terrible service from his Call Centre.

I have listed my chain of events above and have a few questions which I would like some feedback on. I know that disciplinary is an internal process of which I very much respect but how does an agent representing one of the biggest banks can choose to put the phone down on a client who actually is charged for the call, charged for holding on and it still charged a monthly fee, Please let me know who covers my cellphone bill, My contract charges me more if I dial a 087 number yet The agent chooses I will rather cut the call than to transfer to someone else or better to get someone to contact the customer back? My second question is for the relation manager, are you too important to take or return a customers call? I know your title and trust me you are no way living up to it. How does it take one manager almost 10 days to resolve or even get back to a customer? How is this customer service forced upon customers who actually pay hefty bank charges at the end of the month? Why is the hold time through the Call Centre so long, I mean do you expect everyone to have contracts to call from? I look forward to your response Mr so called relations manager.