FNB's "How can we help you?" slogan is questionable.

<p>Dear Branch Manager.</p> <p> </p> <p>For a bank that prides itself on “How can we help you”, I am highly convinced that you certainly not living the brand values of FNB.</p> <p> </p> <p>After being so inconvenienced by FNB, you still have the audacity to not honour what you said on the email nor contact me to tell me of the changes. What is aggravating is the fact that I called you on both your cell phones to no answer and you still didn’t get back to me.</p> <p> </p> <p>So this is my story.</p> <p> </p> <p>I lose my card and I use the “privilege” of getting the replacement online, I select the branch nearest to me on the website being “Mogwase”. After a couple of days waiting I get both smses and emails advising me that my card is ready for collection at Mogwase, I get to Mogwase and the branch is permanently closed, I could see some refurbishment happening there ( but why would it appear as option on you www.fnb.co.za if it’s not operational, furthermore why should your smses and emails mislead me and tell me to collect there????)</p> <p> </p> <p>This frustrates me and I decide after a couple of days to use my resources and call the customer care and lodge a complaint, only then I am told that the branch is closed and transferred to Moruleng which is a distance from where I am staying and I am told that someone will call me in 10 minutes. Exactly after 2 days, I get a call from you from Moruleng and you tell me that my complaint has been escalated to you and “you should come fetch your card from this branch”. I tell you that this branch is far, had I wanted to collect from Moruleng I would have chosen it from the word go. I am then asked why do I sound irritated and I state that I am not a happy client right now because I have been cardless for some time and still not empathy shown. Which to me felt derogatory from your statement, should I smile while I am not getting a service I deserve for my hard earned money?</p> <p> </p> <p>To aggravate things, you send me an email on Saturday(see below) and advise me that someone can only get my card to me on the Thursday the following week, then again as an abiding citizen I give you a go ahead to do that. How excruciating that the Thursday no one called me or emailed me about changes , the same thing happens on Friday, no word from you and I decided to call you on all your 3 numbers and it rings to no avail, neither do you have the decency to return my calls. It is now Saturday after hours and I am still cardless.</p> <p> </p> <p>It is very appalling how FBN treats its customers, your slogan is misleading disrespecting to South Africans and the lack of non-conformity is unfair to all your bankers. </p> <p>This is very disrespectful and it makes me so sad that after everything we fight for, like the instability to our economy, **** and ****** of our women and crime and now we still need to fight to get the fundamentals of customer service.</p> <p> </p> <p>Unhappy client</p> <p>Leo Dlodlo</p> <p>Guest Relations Manager</p> <p>The Cascades Hotel and Garry Player Country Club</p> <p>Sun City Resort</p> <p> </p> <p>Tel (Office):+27 14 ********** </p> <p>Tel (Cell):+27 78 ********** </p> <p>Fax: +27 14 ********** </p> <p>E-mail: ********** <p>Visit our website at: www.suninternational.com</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p> <p>---------- Forwarded message ----------<br /> From: "Lusizo Leo Dlodlo" ********** /> Date: 16 May 2017 9:14 AM<br /> Subject: Re: FNB Card Delivery<br /> To: "Kgarimetsa, Varshney" ********** /> Cc:</p> <p>Good morning.</p> <p>This is fine, you can give that person my mobile number.</p> <p>Leo_Dlodlo <br /> ********** 092</p> <p> </p> <p>On 13 May 2017 9:55 AM, "Kgarimetsa, Varshney" ********** wrote:</p> <p> </p> <p> </p> <p> </p> <p><br /> <br /> </p> <p>Hi Lusizo,</p> <p>With regard to the delivery of your card,do you stay at Sun city?The card is here at the branch(Moruleng Mall).There is somebody that can meet with you next week Thursday afternoon at Sun Village and you get your card</p> <p>Please confirm if this will be fine?.</p> <p> </p> <p><br /> <br /> <br /> <br /> <br /> </p>