FNB disapointing behaviour

Hi there, what can I say, rather difficult when you have to give or, shall I say, share some comments about your bank, which should actually rather be commendable instead of complaining about it! The famous saying goes 'HOW CAN WE HELP YOU', surely you know, which bank I am referring to. Well, it is indeed the lovely FNB, which I actually am quite fond of and proud, to be a client (my hubby) with. But, since I am doing all the banking and dealing with, I just call it 'my bank'! Didn't quite know whether to share my experience with the public, but eventually "disappointment in this bank" got the better of me!!! Will try to make it short, but don't know if I can, usually I go into all the details to explain it properly! On Wednesday, 29th July, 2020, I tried in vain to get hold of Cresta branch - to no avail. I then phoned a friend of ours who used to be with Cresta branch, to ask for another number I could phone, he gave it to me and I made the call. A lady answered, she was friendly and very helpful but could not give me the answer I needed, so she put me through to another department. Eventually a guy (would say young man) answered, but in such a manner, I really could not understand him. I then asked him, if he could spell his name for me and tuck, there goes the phone and he just put it down on me, 'nice and rudely'!!! I was flabbergasted and quite furious, to say the least. I don't know about you guys out there, but this to me is just not acceptable! I then phoned a lady, manageress, whom I have known for a long time, voice mail comes on and I left a message, to date, sadly so, she still has not phoned me. I always thought that, if you call yourself a manageress then act like one, maybe I am wrong? Next day, 30th July, 2020, I wrote email to the CEO, Mr. Jacques Celliers. In my letter to him I stipulated all the necessary information, names, phone numbers dialled, time of call etc etc and would assume that from all these information the necessary actions could and should have been taken, to deal with these people (staff) in question, with their ill-mannered behaviour. No such luck, and I actually had to realise that not even management cares anymore, so, what then can one expect from the staff 'lower down'? However, that might not be so true, if you deal with personnel directly 'face to face' they are actually very friendly and helpful, so, why then is it that the ones having to deal with behind the scenes are such 'villains'? I thought, maybe a short note of acknowledgement from the CEO would have been nice, instead guess what, why to bother with such an 'irate' customer , the 'silent treatment' will do! Exactly one week later, I wrote him another letter, the first one was rather polite, second one was not, and in this letter I did mention, that I will spend another half an hour and write to Hello Peter. Next day I received an email from a lady by the name of Mpho asking me for my contact details to be able to escalate the matter urgently. I must say, that made me even more cross and I rep**** to her : ==quote==With all due respect, don't you think Mpho it is a bit strange enough that nothing could have been done from your side with all the information given from my side, plus, the manageress knows me well has all my details and my cell phone number is also on your system. After all I am supposed to deal here with professionals and not the 'anc clan', really Mpho you have no idea how that makes FNB management look like==unquote== So, sorry guys for that again so dreadfully long revue!! If you read it, God bless, if not, I don't blame you! You be the judge, maybe I should just take a deep breath and look the other side, but then again, I say to myself, why do these people actually have a job and bread on their table, because of us, the clients, and why is FNB in business because of us the clients!!! Maybe something to think about it! Best wishes to all of you, may you all overcome this terrible covid 19 pandemic and God bless. Kind regards, Rosalie Zubrinic