fnb protea gardens

<p>i went to fnb on the 11th march to change from gold to smart account, i thought it would be an easy process but i was informed to pay the fees that amounted to 17 rands which was paid then i was told to come back after 21st march, i was assisted by martha mashaba n she said i will use same account number and the same card, i though ok when i return is just to sign n choose which payment option between pays u use or 49rand monthly, i returned to the branch on the 25th march and i went to another consultant thinking they all do the same thing to my suprise i was told to pay the remaining 87rands before n they will change after or escalate it, i refused n told them i always pay my charges when my salary is in my account and because m not going to a deiffent bank or changing my bank account number why cant the debit it like usual. then i was sent to martha again to try n resolve it, i went to her arount 11H10 or soo n guess what i left the branch at 13H30, for a small issue, i had three different people surrounding me n was told by a lady that there is nothing they can do i have to send an email to ********** i went out to send it n came back n martha said i there is nothing they can do she called the call centre and they told her they closed, which summarises the customer service we get that someone asnwers but they care about working hours than people that pays their salaries, i was promised to be called today by another gentleman which i assume ia manager there so nothing so far i guess it was a way of getting rid of me so that they can close cause i was refusing to leave until i was assisted, i remember one lady asked martha have you switched off your pc n she said yes, n she kept on getting calls on her extension for queries not related to mine n one lady even came to her pc to help with another client s querie that her application for a loan was declined n [pressed her pc to see why it was declined and all of this was happening while i was sitting there, i find it very appalling to say the list. my presence was more of a distraction than anything else to them to a point that they actually assisted client in my presence, i was even asked by martha if indeed i was gonna hold up the queue cause no solution, i told her if really they have to call someone from some office to reslove this then why cant they have that person work in the branch or train them. i really understand that not all queries are done by same department n there are processes n rules to follow but for the mere fact that no one at the branch showed willingness to resolve this makes me wonder if the FNB BRAND itse with HOW CAN WE HELP U.. what does that really mean how can we NOT help you. i am also an employee but i know i can do so much in my position n i will call for help if i cant resolve a client s querie, i was hoping a more senior person was gonna be calledto resolve it, but i was surrounded by people who wanted to close n go,</p>