FNB Newmarket Mall Poor Service save your time and go to another nearby branch where you will be appreciated. Consultant failed to assist me with downgrading my account.

Good day,

I went into the FNB Newmarket Mall branch this morning to downgrade my account from a Gold Cheque account to the cheapest savings account. I was excited to see this branch after it was recently revamped. When I got to the door I explained to the lady that I'd like to downgrade my account from Gold to savings and she confidently gave me a ticket (ticket number 39 issued at 10:53 am) I then proceeded to take a seat and I waited for close to an hour because, although the estimated queuing time printed on the ticket was 5 minutes, I was only called around 11:49 am. When I reached the counter a lady by the name "Makose" (not sure about spelling) greeted me after I greeted her first. Before she called my ticket she went quickly to the back office for about 5 minutes after assisting her previous clients. I told her that I would like to downgrade my account and she immediately told me that this can only be done via the FNB app I then told her that one of her colleagues gave me a ticket and asked me to wait instead of telling me to do it on the app. She told me that she doesn't know which colleague I'm talking about and then I described her. I asked her to call her colleague so she can explain why she gave me a ticket instead of referring me to the app and she told me that I should go and call the colleague myself and as she casually proceeded to moisturize her hands with lotion she said that she can't help me and I should go do it on my app. I then told her to rather close my account. I gave her my ID and my gold card and she started punching in my ID number without even trying to persuade me by assisting me to navigate the app instead of immediately closing the account. At this point I spotted the first colleague and I stood up and went back to her at the door where she was stationed and I explained to her what was happening. The lady at the door then rushed back to counter 4 (middle counter) to find out why she couldn't rather send an email on my behalf to make this request. Then Makose started saying that she told me that an email can be sent but I didn't listen to her, SHE TOLD HER COLLEAGUE THAT I DON'T LISTEN. She DID NOT tell me this because I would opt for that instead of embarrassing myself by walking all the way to the door and explaining my query in full view of other client. The team leader then came to hear my situation after noticing the commotion and she explained to Makose that this can be done via email. She then started to capture my information and check my account balance. She whispered to the team leader and pointed at the screen that there was still a pending charge that was meant to go off on the 18th but the team leader kept insisting that the 18th is long gone and the account isn't in a minus but this consultant still kept insisting that my account was in a minus intil the team leader went to double check with yet another colleague and they both confirmed that the account was fine to be downgraded. Makose then continued to capture and mumbled to me that I should place my fingers for biometrics. When she was done she handed me my ID and said we are done and I again had to be the one to ask her how long the process would take and if I'd have to change my card then only she explained. This was the absolute worst service I've ever experienced throughout all the banks that I am using. My intention was never to close my FNB account because even when I downgraded from my Premium Banking account earlier this year the process was seamless and I enjoy the ease of using the FNB app but after this distasteful encounter I don't even wanna see the FNB logo. I hate FNB after crossing paths with Makose. She made me feel worthless and undervalued. Clearly FNB doesn't need my loyalty!