Greenpoint Manager

Dear FNB Customer Complaints Department,

I am writing to formally lodge a complaint regarding the treatment I received from Jody, the branch manager at FNB Green Point. As a prospective first-time customer, I was extremely disappointed by the manner in which I was treated and the conflicting information I received regarding the documentation required to open a bank account.

When I first entered the Green Point branch, the staff were friendly and welcoming. I was advised to take a seat and wait in the queue. A staff member subsequently approached me and asked how she could assist me. I explained that I was awaiting a replacement ID document and currently had my passport available for identification, as I wished to open a bank account with FNB.

The staff member assured me that she would be able to assist me and explained that I would simply need to write a letter outlining my circumstances. She asked me to wait while she finished assisting another customer, which I was more than happy to do.

A few minutes later, Jody approached me and asked whether I had been assisted. I explained that I was waiting for her colleague to finish assisting another customer. Jody then offered to assist me, and I explained my circumstances to her, just as I had explained them to her colleague.

However, Jody informed me that I needed to obtain an affidavit from the police station explaining why I was using my passport instead of my ID document. This directly contradicted the information I had just received from her colleague, who had assured me that a written letter would be sufficient.

I explained to Jody that I would prefer to wait for her colleague, as I had already received conflicting information and wanted clarification on the correct procedure. Jody then informed me that she was the branch manager. Her attitude and manner of communication made me feel that her position meant her word was final, leaving little room for clarification or discussion. She subsequently walked away to assist another customer, leaving me feeling dismissed and unwelcome.

What makes this experience particularly disappointing is that, the very next day, I visited the FNB Grassy Park branch, where I was assisted without any difficulty. I explained the same circumstances, and I was simply asked to write a letter explaining why I was using my passport while awaiting my replacement ID document. No police affidavit was required.

I believe that all customers should receive clear, consistent information and be treated with courtesy and professionalism, regardless of which branch they visit.

As someone who was considering opening an account with FNB for the first time, this experience left me with a very poor impression of the Green Point branch. The initial friendliness of the staff was overshadowed by the way the branch manager handled the situation. I do not believe that a prospective customer should be made to feel dismissed or unwelcome simply for seeking clarification after receiving conflicting information.

In light of the above, I respectfully request that FNB investigate this incident, review the manner in which the branch manager handled my enquiry, and clarify why I received different instructions at the Green Point branch compared with the Grassy Park branch. I would also appreciate written confirmation of the correct documentation requirements for prospective customers who are awaiting a replacement ID document but have a valid passport available.

I am raising this complaint because I believe every customer deserves to be treated with dignity, patience and professionalism. A branch manager should set a positive example for staff and ensure that customers receive appropriate assistance and clear guidance, rather than leaving them feeling disregarded.

I trust that FNB will take this complaint seriously and provide me with a formal written response addressing the concerns raised, clarifying the applicable documentation requirements, and explaining how this matter will be addressed.

Thank you for your time and consideration. I look forward to your response.

Kind regards,