Feedback on Poor Service Experience at FNB Clearwater Mall Branch – 17 June 2025

I would like to share my recent experience at the FNB Clearwater Mall branch on 17 June 2025, which was unfortunately disappointing.

Upon arrival, I collected ticket number 61 at 12:31 PM, which indicated an estimated waiting time of 5 minutes. However, I ended up waiting approximately 35–40 minutes before I was assisted. I assumed the delay may have been due to staff being on lunch breaks, so I waited patiently.

When my number was eventually called, I was assisted by a young lady whose customer service left much to be desired. I had come to deposit coins and was immediately informed about the process for doing so. My concern, however, was why this process wasn’t communicated from the outset, especially since I had been transparent about the nature of my visit when I took the ticket. She stated that she couldn't explain why this information wasn’t shared earlier and insisted I follow the process as she was now explaining it, after a long wait.

She instructed me to go and find a meeting room to separate and bag the coins, but she didn’t direct me to where these rooms were. When I asked for assistance, she had already moved on to something else and ignored my request. Outside the teller area, I approached another employee for help locating a meeting room. She informed me that all rooms were occupied and that I would need to wait—without specifying how long. She then disappeared. I waited around 20 minutes before asking another staff member, who thankfully arranged a room for me.

After organizing the coins as instructed, I returned to the teller. However, the staff member who had initially helped me was away from her station, engaged in conversation with a colleague. She saw me waiting but continued her discussion. Eventually, I decided to go back to the ticketing counter and explained my frustrations, having already spent nearly two hours in the bank.

I then requested to speak with the branch manager. While explaining my concerns, the same staff member returned and called me to the teller. As we walked, she made an inappropriate remark to her colleagues, referring to me as “the coins woman”. I found this extremely disrespectful and dehumanizing. I reminded her that I am a person with a name and that such a comment was unacceptable. She asked for my name at that point, but by then the damage was done; I felt invisible and disregarded.

After completing the transaction, I approached the branch manager. He acknowledged he was informed that I needed to speak with him but asked for a few minutes as he was busy. At that point, it was already 14:36, and I had been at the branch for over two and a half hours. I waited a short while but eventually had to leave, uncertain of how long he would still take. I left my contact details, hoping he would follow up.

Unfortunately, I never received a call—neither that day nor the following one. I assume it was near closing time, and my concerns were not a priority. This lack of follow-up only confirmed my impression that customer complaints are not taken seriously at this branch.

The overall service at the FNB Clearwater Mall branch was extremely poor, and I felt dismissed and undervalued throughout the experience. It’s disappointing to see this level of service, especially when staff behaviour appears to reflect a broader issue with leadership engagement and customer care.

I sincerely hope this feedback is taken seriously and that steps are taken to address these concerns,not only for my sake but for other customers who may face similar treatment.