HAYFIELDS BRANCH MANAGER needs training in customer service or a demotion.

This would be a ZERO rating if the site allowed it.

I am now extremely upset with the lack of a competent Branch Manager at your Hayfields branch. I just recently switched over my personal account along with 2 business accounts to FNB. This is fast becoming a decision I regret. As I have just switched, I cannot reasonably now change to another bank at is it a tedious process updating account details with all our clients.

This would be a third complaint against the branch since I opened the accounts in December. Today I realised how untrained the staff are in the branch, and the manager is even more clueless. She prefers to sit in her chair instead of attending to customers on the floor.

I went to collect my business card today, for the second business account. I had to sign several documents for the first business card I collected a few weeks back. This time I just had to sign on the platform. I then went to the ATM to sort out my pin and transfer funds to activate the account. The transaction was being blocked due to some issue. So I went back in to the branch from the ATM. Now please note that the manager sits at the entrance within a glass office so she can see everyone in the branch and outside. She saw me go back into the branch after leaving the first time to go to the ATM. I was then attended to by the staff at the entrance who also didnt seem to know what the problem was. We then went back into the branch where I had to phone the helpdesk to explain the problem and sort it out. The staff member just dialled for me. At this point I was made to hold for the correct department, which ended up dropping the call. The manager then went out for lunch despite seeing us having a problem. At this point after holding on for a dropped call a second staff member was approached by my wife, as we were left on our own to sort out our problem, who we called to assist us. She also could only dial the number for us as she couldnt find the problem. By this time the manager was back from her break but was content just sitting on her chair instead of intervening. It was only when I was really upset and I was looking into her office that she acknowledged us. Still sitting on her chair, she did not find it necessary to approach us so I went into her office. After explaining my issue, and the fact that we always have a problem in this branch, She then asked me if I consulted the team leader. Team leader?? Really?? im consulting the manager. And I dont even know who or where the team leader is as there are barely any staff in the branch. We had to call the second staff member to us.

Thereafter, she was still seated up until I walked out of the branch, and left my wife to deal with her. When I walked back in, she was still seated and on the phone with helpdesk. And she had the audacity to tell me that I need to be calm as she is trying to help me. That is her job, why should I be greatful for someone who is getting PAID TO DO A JOB.

I eventually walked out of the branch for good because by this time the manager was very arrogant and even told my wife to try to calm me down.

HOW CAN A BRANCH MANAGER NOT KNOW ABOUT BASIC TROUBLESHOOTING ISSUES WITH ACCOUNTS?? her assumption was that it was FICA related but I later found out via my own time that It was related to a new document which needed to be signed from FNB. She then tried to push blame to the method I used to open the account which is via the App and I informed her that it makes no difference as I could have easily submitted any required documents as I collected the card. Nothing was asked for. She then tries to push blame onto me as a customer as "I was upset and she was trying to help me" According to her.

Why is the manager unable to follow a process in the branch to rectify small issues like this? why are you paying a manager who has to phone the same helpdesk I was asked to phone, which I dont get paid for?

I will not go to another branch as this is the branch I pass everyday.

**On a side note the EDENDALE branch manager must be commended on her amazing customer service. The second complaint I made against HAYFIELDS somehow ended up at the EDENDALE branch, so she phoned me and was very polite, even to the point of asking me to forgive the mistake. Even though it was NOT the EDENDALE branch in error. Thereafter the HAYFIELDS manager called me and the call was very cold. This manager cannot accept responsibility and needs serious training in customer service. I would gladly have gone to EDENDALE if it was on my daily route.

MT Khan ***