FNB Malmesbury: A Disgraceful Customer Experience

Upon arrival, I waited over 25 minutes to be assisted, despite having checked in through the ticketing system. Several other customers who arrived after me were seen to and had completed their visits while I was still waiting. When I was finally assisted by a staff member named Anne Marie, I expressed my frustration at the situation. When I asked at the time why so many people were assisted before me she told me to give her examples which I then proceeded to do. During our interaction, I said “Jesus” out of exasperation, and was immediately reprimanded by her, as though I were a child, and told not to use such language in front of her again. I was told not to swear Infront of her again which I never did. I found this response highly inappropriate and condescending, especially given the circumstances. I was later informed by the male branch manager that there was an issue with the ticketing system, which apparently caused the delay. Unfortunately, the tone of the interaction only worsened from there. I felt belittled and subtly mocked, particularly when my account fees of R650 were mentioned as if my ability to afford them was in question. Her tone was deliberate and mocking once again. As a Private Wealth client, I found this particularly offensive also there are cubicles for the clients to have some privacy but during this interaction another female staff member came around multiple times and stood looking me in the face behind Anne Marie because I wouldn't tolerate her behavior towards me. I also mentioned that I am Christian in response to her objection to me saying Jesus to which she responded “really” with an openly sarcastic expression, further adding to the discomfort and disrespect I felt throughout the engagement. This experience as a whole left me feeling disrespected, dismissed, and entirely undervalued as a client. As a result of this incident, I have decided to close all of my accounts with FNB both personal and business and will be moving all of my banking over to Standard Bank with whom I already have a professional relationship with as well and have consistently received efficient and respectful service. This experience was completely unacceptable and not what I would expect from a bank that claims to value its clients.