FNB ***** Department Customer Experience Nil

On Saturday in George my credit card was declined. A very embarassing experience, worse when I got a message on my phone to say my pin was incorrect please call during office hours to reset. Considering Monday was a public holiday that meant a four day wait until Tuesday.

On a scale of 1 to 10 for customer experience, its a zero.

Coming home from holiday I emailed Discovery card and they said the message was incorrect and my card had been blocked by the ***** department and if I want it unblocked I need to call the FNB ***** department.

Really, I need to call the people who blocked my card without even the courtesy of a phone call? I know I am a Gen Xer and therefore considered old fashioned, but where in this mess does customer service come in, lets not got to customer experience.

My expectation is that before someone blocks my card they would have the courtesy to ring me and tell me what is going on and why.

Obviously my understanding of customer service and FNB's are not on the same plane.

After the stress, embarrassment and hassle of this weekend, I considered calling them, after all I have been a customer since the card came out, but decided if that was what customer service is at FNB, then I don't want to be their customer, so 10 mins online and i have credit card with a different bank.

15 years of being a customer and this is what loyalty gets you. No thanks