FNB - Not here to help you!

After having problems with my online banking, I called the call center for assistance. This when I received atrocious service from the service consultant, Maropeng who could only provide me with vague responses to my questions and her team leader, Nkuli, whom even after the second call could not even bring himself to apologise for providing me with incomplete information the first time I'd called.

I was trying to make ewallet payments totaling R2500 which were not going through since my daily limit was automatically reduced by the "system" from R3000 to R500 after I'd changed my online password. I was given all sorts of possible reasons but upon confirming that none of the reasons they were telling me about app****, no one could give me answers or even override this on the system.

For a bank that's sells themselves off as "helpful", this is not what I experienced today. When I called the second time, Nkuli ( I don't know his full name because he's decided to use his nick name for official business) walked me through the process of changing this on the app.

Why couldn't he do this the first time I called? Why are FNB staff not properly trained to trouble shoot on system problems? Why are your security systems made to inconvenience the banker and instead of creating ease? Why can't these stumbling blocks created by the system be over ridden?

This is all not acceptable!