FNB, is it how can we help you? or how can we not help you?

<p>You have got to love FNB. A month or so ago I walked into FNB at Hayfields in Pietermaritzburg. I stated to the young female that I would like to open a bank account. She asked me if I had my ID and proof of residence. I asked if I could use my driver's license. She said no. So I left and decided to return at a later stage. Today, 23 July 2016, I went back to FNB in Hayfields where I again stated that I would like to open a bank account. The young man asked if I had my ID and proof of residence. I asked if I could use my driver’s license. He asked if I had had an FNB account before I said yes. He said he would check for a copy of my ID. I then said I had my ID. Upon looking at my proof of residence he said FNB couldn't accept the letter as it was a once off letter. I then checked my e mail to find maybe a utility bill which was unfortunately in my landlord's name. So I appealed to the young man on the basis that looking at the documents before him I do pay the lights where I stay and I do receive post where I say I stay, so if he can open the account then I will bring a lease later. He explained that if he opened an account incorrectly FNB could be fined for not following NYC rules (know your customer). He then went on to involve the FNB manager who explained that newly opened accounts are inspected after 60 minutes (which was different to the 90 minute time period stated by the young man). She also said even if I sent through the lease, she isn't sure it would comply with their requirements. So at this point I said thank you, took my things and left. FNB adverts ask, "How can we help you?" Well, let's see. You can start by explaining why I was not told to bring a proof of residence that is recurring to begin with? Is it because I am foreign that I encountered these difficulties? Or perhaps because I'm young, black and appear easy to dismiss? Don't you think if I was told what I need to bring initially that perhaps maybe I could have done that in order to comply? Effective communication is essential. We are only as effective as those we hire to communicate on our behalf. This, FNB, is how you can help me.</p>