FNB LATOYA MASHAO RUDE UNPROFESSIONAL HORRIBLE SERVICE

Good day,

To whom this may concern.

On the 9th of September I’ve made a passport booking and the earliest date that was available was the 9 October at centurion lifestyle center. Before confirming the booking a matter of urgency to get the passport appointment sooner I got we got in contact with ‘Gertrude Selepe' to assist with perhaps getting a sooner date. We were advised to confirm the booking for the 9th of October on the website but visit FNB Centurion lifestyle center on the 15 September and we will be accommodated.

I took leave on the 15 September and visited the branch to assist with my passport. Walked in, took a seat and explained the situation to the assistant with reference to the previous email communication and agreement with Gertrude Selepe'– She said she does not know who Getrude is. I was immediately turned down by this lady she refused to listen or even read the email thread. She maintained that I did not have an appointment for the day and I will not be helped/accommodated. As I was talking to her while being seated, she rolled her chair and assisted the next person which I felt was extremely dismissive, rude, and unprofessional. This triggered me immediately, but I get that’s what expected from the position she holds. What really made me lose my cool was when she passed me on to her manager “Latoya Mashao” who had already been mumbling in vnack to her colleague to push me away. Wow wow wow – As a manager she has zero customer skill. She refuses to listen or read. Its clear that she cant do any of it. I tried my utmost best to remain calm and just try to let her listen to me but she refused. She spoke over me, she cut me off. She started talking aloud to me in annoyance whilst there are other customers within 2 meters away from where we were seated. Because she did not want to handle the situation or maybe she did not know how to deal with the situation. She said Gertrude Selepe has no authority over her and her branch of which at no point did I even imply that. She knew she was starting to look extremely ***********. She kept on brushing me off aloud as if she wanted people to hear the situation and make its seem like I’m dumb to belittle me. She just did not want to assist me and continued to brush me off to get rid of me. While speaking to her, she done exactly the same thing as her colleague did do me, she brushed me off and look on another customer. Furious, I refused to be respected like this now for the 2nd time, I didn’t take a day off from work or put in the effort of visiting the branch for nothing or to be treated this way at all. Then she turned it around saying to me that im talking to her as if shes dumb and I said to her that she is dumb referencing the fact that refuses to listen or read the email to get context of the situation. At this point she was extremely rude, this started causing a scene and other clients were looking at the show she was putting on. She then got up, we exchanged a few words, and I left. As I left, she kept on going on which drove me to getting her name from bank staff so that I can lay this formal complaint.

As I left, she stood outside at the Atms with her laptop in her hand and passed her comments to me as I left.

This was a situation that could have been handled professionally and respectfully by the right leader. This is why we are leaders. To handle though situations and lead from the front. Putting unprofessional, uneducated, rude, abrupt people like Latoya Mashao on your front line of your business is a receipt for disaster. I cannot for the life of me understand how a person of this nature could be in a management/leadership role. She should be licking envelops in your mailing room - That’s in my opinion is her maximum potential.

I’m sure Fnb lifestyle centre branch is has camera surveillance and I’m pretty sure logs voice records as well.

To the powers above, please go take a look and listen to validate the above – Arrival time 10:00 15/09/2025

Regards! Your customer from 20+ years!