1 reviews | Active since Jul 2011
FNB agent calls me, accuses me of lying and hangs up
<p>I received a call from a female FNB agent asking for contact details of an ex-girlfriend (relationship ended 6 years ago) who I used to have a joint account with (closed in 2011). I told her I no longer was in contact with her and that she was an ex girlfriend. The agent then said "no", she just spoke to my ex and that my ex does know me, the agent also sai, "you know, the one with the accent". Then the penny dropped. My wife is French and has an accent, FNB had just called my 38 week pregnant wife enquiring about an ex-girlfriend who I had a joint account with 6 years ago. Indeed, after an explanation to my wife I confirmed with my wife she had spoken to a very rude FNB agent who refused to give her name and who had hung up on my wife when pressed. Anyway, back to my call with the agent, I asked her to please remove all connection of my name with the person she was looking for and I asked her who she was and what division she was calling from, she then argued with me for a while insinuating again I was a **** and was obliged to go out of my way to dig up contacts for this old ex to contact her and then when I got angry and told her she had caused a problem for me and asked her her name and FNB division, she pretended not to hear and instantly hung up. I tried calling my private banker at FNB, but after holding for 30 minutes gave up. I have been embarrassed, told I am lying, treated rudely by FNB, ignored by the private banking division and on top of that FNB has upset my 38 week pregnant wife by contacting her about an ex-girlfriend. I want this disgusting behavior escalated. I want my details removed from any association with that ex-girlfriend, I want FNB to contact me and my wife to apologise, I want the rude agent to have a disciplinary and I want a refund for mine and my wife's FNB account fees because FNB, you have acted disgustingly and don't deserve this month's fees having casued more problems than you solved. PS, we have four accounts with FNB including 2 cheque accounts, a joint account and a business account, in addition I pay 365 rand a month on my private banking account fees alone excluding other items so I am sure one of your competitors would appreciated our business if you don't please confirm.</p>
*** just got back to me, was very apologetic and sympathetic which is a very good start, he has escalated it and we will see how matters progress.
*** just got back to me, was very apologetic and sympathetic which is a very good start, he has escalated it and we will see how matters progress.
Good day
Thank you for bring this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
Good day
Thank you for bring this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
Thanks for the response Rahim,
I will await confirmation from you of 1) escalation, 2) removal of my details from this ex-girlfriend's profile 3) formal apologies to my wife and I by phone by an FNB representative whose daily job is not complaints but actually the manager of compalints (i.e. the real definition of escalation) 4) confirmation of the measures to discipline the staff member 5) confirmation that our business is valued and that when FNB cannot provide a service they have received payment for they have the decency to refund their customers for the fees they pay them - yes I do expect a reversal of bank fees for this month and if you think this is unreasonable I think I need a new bank.
Kind regards
Thanks for the response Rahim,
I will await confirmation from you of 1) escalation, 2) removal of my details from this ex-girlfriend's profile 3) formal apologies to my wife and I by phone by an FNB representative whose daily job is not complaints but actually the manager of compalints (i.e. the real definition of escalation) 4) confirmation of the measures to discipline the staff member 5) confirmation that our business is valued and that when FNB cannot provide a service they have received payment for they have the decency to refund their customers for the fees they pay them - yes I do expect a reversal of bank fees for this month and if you think this is unreasonable I think I need a new bank.
Kind regards