FNB Richards Bay a failure to their clients

Hello Peter,

I am very disappointed at FNB. Particularly their Richards Bay branch.

I accompanied my younger brother who needed to withdraw cash from his account this morning. He used an FNB atm literally situated at the branch. We inserted the card, followed by entering the pin and amount as instructed by the screen. But instead, just the slip came out and not the money.

I then asked my brother to wait at the atm while I call for assistance from the FNB Staff members inside. She came and I explained to her while standing at the same atm that my brother never even left, that we just withdrew cash here but the money did not come out and it is showing as a withdrawal.

She merely looked at us and said "angiyizwa lento eniyishoyo", an isiZulu very condescending way of saying "I don't understand what you are saying. She then told us to wait while she assists someone else. She walked inside and started assisting other people who were at the online banking computers. With my brother and I still waiting at the same atm.

After a few minutes of noting that she has no interest assisting us, I then went inside and explained to another lady inside the bank that the atm did not release the cash we just withdrew.

That lady just scribbled a number on the same slip. Told me to "call this number and explain". This was the e-wallet number-***. It is still on the slip that she scribbled on.

I called that number and held for almost an hour! Eventually it was answered and the nice lady on the line who knew her job compared to the two at the branch, explained that this happened while using an account and not an ewallet so I should ask the branch to assist with an atm dispute. By the time my call was answered the branch was already closed (around 11ish despite the glass outside saying they close at 13h00 on Saturdays). How can someone who works at FNB be so *********** and not know that an atm dispute is completed at a branch? Why did she and the other lady both fail to assist us not once but twice, and they are employees who are supposed to know how such things are handled....I am highly confused why people who are supposed to assist clients regardless of their social status are able to mistreat clients like that and dismiss them simply because they do not want to follow procedure.

I held for almost an hour (quite frankly I am not upset by that as it is a bank line afterall), but I am upset that someone who was *********** saw it fit to dismiss me and direct me to a line when the help WAS RIGHT THERE!!! I imagined an old grandpa who would be one day faced with the same problem at this branch.

I have used FNB since I was in varsity when they had the Life Start account, I am now FNBs Premier client, but I have never experienced such incompetence from an FNB branch my whole life. Why give me an ewallet number to call? Was that just a ploy to dismiss us despite seeing how distraught we were? I am so so lost for words.

It is not the first time I am experiencing such incompetence at this branch and I thought the last time was just a human error. But after today I can see FNB Richards Bay boardwalk Inkwazi mall does not care about their clients.