Frustrating, Unprofessional, and Untrained - A Disappointing Experience with FNB

If there were an award for terrible customer service, FNB's helpline would undoubtedly win it. My recent experience has left me appalled at the lack of training, professionalism, and basic courtesy displayed by their employees. The people handling customer calls are clearly undertrained. Worse yet, when they don't know the answer, they don’t bother to find out but rather just leave you in a seemingly endless loop of waiting music until you give up in frustration.

On one particular issue, I had to speak to five different agents—yes, FIVE. Each time, I dialed the same extension only to be greeted by unhelpful, sometimes rude representatives who either couldn’t or wouldn’t help. Four out of the five couldn't answer a simple questions. At one point, an agent outright dropped the call when they didn’t know the answer, an incredibly unprofessional move that only increased my frustration. Shout out to the 5th lady who was an absolute angel and assisted me very well.

FNB needs to invest in proper training and quality control for their helpline team. Having untrained, disinterested employees fielding calls from already frustrated clients reflects terribly on the bank and leaves customers like myself feeling undervalued and irritated.