FNB - The worst service ever from a bank!

I can honestly say that FNB (home loans) has, over the past two and a half weeks, provided me with the worst customer experience I have ever had from a bank.

The processes are confusing, unfriendly and bureaucratic .

The staff are unapproachable and provide ZERO communication (in fact all requests for a simple telephone call to discuss fall on deaf ears).

Total incompetence and no interest in the customer experience. No commercial mindset (a re-advance must be better margin than a new loan)!

The crowning achievement though is that three online complaints (the only way a mere mortal can get any communication) go unanswered with no option to escalate. In fact the in contact address is wrong!

Worst of all is that as a Firstrand shareholder, I am very troubled that FNB is chasing clients to competitors in what is a very competitive market.

If this is how they treat a client that has been with them for over a decade, I can only imagine a new applicant experience.