FNB Gateway - Merlin - Excellent service amidst difficult times

I had the misfortune of having my phone ******. As a safety precaution I immediately blocked my online banking profile, app and cards.

The mission to unblock and reactivate was destined to be painful, especially during these unprecedented Covid-19 times.

Four branches were closed today (Cornubia, Crescent, Durban North and Phoenix). This would be five if I count my local branch which looks like it is being renovated.

These customers were directed to Gateway, where I encountered a gentleman by the name of Merlin who was extremely helpful. The branch was under extreme pressure with frustrated customers and a queue that extended out of the banking hall and into Gateway's main area.

Besides being helpful to me, I watched the way Merlin handled the situation where customers were asking for attention from all different sides. He assisted people himself, he wiped and sprayed furniture and equipment, he directed customers, he took calls (in my case the ***** department needed to speak to a branch consultant) and he also had to calm some customers down. He achieved all this with a smile. Unbelievable!

Hats off to Merlin and the rest of the team at Gateway FNB. As a customer, I appreciate your dedication during these difficult times.