EXTREMELY POOR CUSTOMER SERVICE

Dear FNB Customer Service,

I am writing to express my dissatisfaction with the level of service I have received via telephone over the past week. My experience has been extremely frustrating and unprofessional.

Every time I contact your call center, I am transferred from one department to another without any warning or explanation (cold transfers). This forces me to repeatedly explain my issue, which is both time-consuming and infuriating. Despite my patience, my issue remains unresolved.

The poor handling of my query is what ultimately led me to cancel my policy. Now, I am trying to query my refund, but I am met with the same inefficiency and lack of accountability.

I expect better from FNB, given your reputation as a leading financial institution. I request an immediate investigation into this matter and a resolution to my refund query. Please also ensure your agents are adequately trained to handle customer concerns without unnecessary runarounds.

I trust this matter will receive your urgent attention.