FNB - I am gatvol

I want to take this time to review the last two few weeks. I am a low-maintenance client and have never bothered you with anything. Yet the only time I ask for assistance I am despondent. Take a minute or two to review the following events:

22 Feb: I reach out via email as I am unable to progress on the pre-approval process for a property after trying multiple time across multiple days on the FNB App. I don’t expect any personal assistance but ask for another channel for assistance. I GET NO FEEDBACK.

24 Feb: I get in contact with Modiehi (Thank you, you’ve been the most helpful of everyone at FNB and out of everyone I interacted, you are the only one who has followed up). We discuss another matter but I raise my displeasure that I have not received any feedback from Jason. You assist me in bringing my query under the attention of Jason. You revert back via email that Jason will call me back. I don’t get that call however. You also follow up via email on Feb 28th.

25 Feb: You, Jason reach out via email to apologise that we missed each other (you don’t call me). You ask via email when you can call me despite not responding to my original email.

27 Feb: I review your email over the weekend and share more detail regarding my query. I reply to my original email which you have not responded to. I express more detail regarding my query, specifically mentioning that I am looking at purchasing non-residential properties. I also express that residential (home) options are the only options I see on the FNB app and that I needed your guidance to purchase non-residential property. I also share the document containing the purchase price and the detail referring to the industrial property. I reiterate that I’ll take your guidance on this.

28 Feb: You call me for the first time. Despite being busy, I recognise that I need to take your call in other to avoid any delays. You confirm that you’ll put me in touch with a property specialist.

During the same time I receive an automated response with a PDF document, I FWD you the email that has been already populated with detail around FNB Namibia? I explicitly tell you that no one has reached out to me and also ask who I can call to get in contact with the property specialist?

1 March: You respond via email that Nirvana will give me a call to discuss my application – considering that I have already shared the detail I assume that you’ve directed this detail to her.

Nirvana give me a call, I take the call but assuming that she already has all the details I already communicated we only discover halfway thu that she is not able to assist me. She says that I need to reach to the Commercial Property Finance and that they will guide me on the different options available for my needs. I note down the department but cannot find a contact number via the FNB App.

I revert to you via email with my displeasure – I am not happy considering the back and forth and the amount of time passed. I ask to for a contact number who I can reach out to first thing in the morning.

2 March: You revert back that you’ll escalate to the consultant.

I contact the Private Suite after hours and ask for a contact number for the Commercial Property Finance. They refer me to *** as the main contact that I need to call the next morning.

3 March: I call the number above. It goes dead.

Eileen sends me an email expressing that YOU’VE INFORMED ME OF YOUR INTEREST IN APPLYING FOR A DEVELOPMENT LOAN IN ORDER TO BUILD WAREHOUSES. This is not in line of what we ever discussed. A quick 1 min chat could have clarified this.

I call Eileen’s number(s) on her signature multiple times. There is no answer. I revert back via mail and ask to call back or to refer me to the right individual.

To be honest. This is where I lose my s**t. I try to call you multiple times but your line goes dead. Both the “cell” and 087 number. I start going thru the numbers that I contact. I ask to get referred to Commercial Property Finance.

I get transferred. I AM PUT ON HOLD FOR 1 HOUR AND 59 MINUTES before I got cut off. As I remain on the line I call the Complaints department on my other cell (IN FACT YOU’RE WELCOME TO LISTEN TO THE RECORDING - AS I AM BUSY LOGGING MY QUERY MY CALL ENDS AND YOU CAN ACTUALLY HEAR IT). I complain about the fact that you’ve not been helpful at all & and that no one is answering. Please refer to the following ***

I revert back to Eileen via email. Clarifying my position, pleading to call me back or to refer me to someone I can talk to.

4 March: I get no calls. No feedback. Nothing. I call all your numbers again but there is no answer. I call the suite again and express my displeasure again that no one is getting back to me or addressing my query.

I make my decision – there is NO VALUE PROPOSITION in being on my current account type. I request a downgrade and cannot wait to leave FNB’s ecosystem. Why? Because it took 1min 53sec to get to an actual human being on the 4th of March at ABSA.

FYI – here is my downgrade request: CAS-***-K4J1Q