Extremely poor service

We have been experiencing an extremely poor service from FNB employees regarding our Club Account.

We placed a notice on our account late November 2024 and we were advised that the money would be available after 3 days. We then visited the branch : Ferndale On Republic in Randburg, Johannesburg Souuth Africa on 6th December 2024 for the collection of the funds.

The gentleman who helped us collected our documents for verification and after few minutes he came back and advised that the funds cannot be released and said he could give us a reason at that moment. We then called our account manager named Thembi and she did not pick up and later we were advised by one of the staff members that Thembi is not available as she was attending a Christmas party.

We then asked for her email address to book an appointment with her as we were advised that she only comes to the branch by appointment. The staff members couldn't confirm Thembi'semail address and advised that they don't know it.

At this point we started getting frustrated and we demanded to see a Branch Manager. Then one of the lady called Rhirhandzu approached us and asked what the problem is. We explained to her and she checked the account and advised that there was a hold placed on the account. We asked why there was a hold on the account, she then called their ***** Department.

Rhirhandzu then came back to us and advised that the ***** Department confirmed that one of the staff members placed a hold on the account. We asked for what reason, and she said apparently we had requested for signatories amendment a year ago at the Randburg Square Branch. Rhirhandzu advised that the ***** Department advised her that the only person who could correct the mistake or remove the hold is Mbali at the Randburg Square Branch.

Few days down the line we visited the Randburg Square Branch and requested for Mbali and we were advised that she was busy and we were attended by Bongani. After checking the account Bongani advised us that it seemed like one of our Club Member had reported the account and we asked for a reason and Bongani advised that he was not sure and called the ***** department again.

While Bongani was busy with us, Mbali came to Bongani's desk and had a brief chat but we didn't hear what she was saying.

Bongani called the ***** Department again and gave us an update that they will conclude the investigation within 48 hours. Three days later we went back still nothing and Bongani called the ***** Department and he was advised that the investigation officer was not available. We asked what that means, he said it could be that the person went out for lunch or on leave. Bongani called back to the ***** Department and he was advised that the investigation officer is on leave.

Bongani then called his Manager by the of TK. the manager then sent an email to the ***** Department and said he will provide updated within an hour.

The following day we visited the branch and TK advised us that the case had assigned to another Investigation Officer. We then asked the turnaround time and TK called the ***** Department and he was advised that one of the signatories relationship had been terminated with FNB for 5 years. We asked why? TK couldn't provide reason and advised us to come back after 2 days. When we went back TK advised that no feedback and they are not picking up his phone.

It has been more than 10 years since we opened this account and we withdraw money as and when the need arises and this was the first time we experienced such a horrible service.

It is 1st January 2025 and we are still waiting