Helpful Staff, right there is a first for everything

WATING MY AIRTIME

I would like to share my recent, extremely frustrating experience with FNB, one that has left me utterly disappointed and disillusioned with the bank’s customer service. Over the course of this interaction, not only did I waste valuable airtime, but I also wasted a great deal of time and energy, only to encounter unhelpful staff who seemed to lack even the most basic sense of customer care. This entire ordeal left me questioning whether FNB even values its customers or takes their complaints seriously.My frustration began with a simple issue that should have been resolved in a single phone call. Instead, it turned into an endless cycle of being passed from one department to another, with no one willing to take accountability or provide any real assistance. I can’t even begin to express how annoying it is to be repeatedly “re-routed” to different staff members who either don’t understand the issue or simply don’t care enough to deal with it.It became glaringly obvious early on that FNB staff, or at least the ones I had the misfortune of dealing with, are lacking in basic competence. They failed to listen, frequently misunderstood the nature of my issue, and were unable to offer even the most rudimentary solutions. Frankly, their lack of knowledge and customer service skills makes me question how they even got their jobs in the first place.What was meant to be a straightforward inquiry turned into an exasperating game of hot potato, where I was transferred from person to person, each one more clueless than the last. Instead of addressing my concerns, it seemed like their primary goal was to get me off the phone as quickly as possible. This kind of behavior is not just unprofessional—it’s disrespectful to the customers who are paying for your services and expecting, at the very least, some semblance of competence in return.Let’s talk about the airtime wasted. After waiting on hold for what felt like an eternity, I finally got through to someone who should have been able to assist me. Unfortunately, that person either lacked the knowledge or the willingness to help, and instead of resolving the issue, I was re-routed yet again. By the end of it, I had burned through R120 worth of airtime, and I was no closer to solving the problem than I was when I started. Wasting customers’ time and money like this is inexcusable.It’s hard to express just how much this whole experience started to **** me off. Not only was I dealing with a situation that could easily have been resolved with a little attention and care, but I was also forced to contend with staff who were either stupid, lazy, or just didn’t care. Their attitude, combined with their lack of helpfulness, made me feel like I was banging my head against a wall.By the end of my dealings with FNB, I was left with the clear impression that the staff I interacted with are, quite frankly, useless. I was given the runaround for hours, had my time and money wasted, and still didn’t receive the help I needed. The incompetence displayed was beyond frustrating, and I left the interaction feeling more stressed and angry than when I started. No customer should have to go through such an ordeal, especially with a company that claims to pride itself on providing excellent service.In conclusion, FNB’s customer service, at least in this instance, was a complete and utter failure. They wasted my airtime, wasted my time, and failed to provide even the most basic level of assistance. I can only hope that FNB takes this feedback seriously and addresses the clear gaps in their staff’s training and competence. If not, I can guarantee that many more customers will be left feeling just as frustrated and dissatisfied as I am.

I recently had one of the most infuriating experiences with FNB’s customer service, and I feel obligated to share just how utterly disappointing it was. Over the course of several frustrating calls, I not only wasted a significant amount of airtime but also countless hours trying to get assistance from staff who were either *********** or blatantly indifferent. What should have been a straightforward inquiry turned into an exhausting and maddening ordeal, with representatives showing little effort in actually resolving my issue. To make matters worse, I was repeatedly bounced between different staff members, each less helpful than the last.To start, the process of trying to resolve my query was nothing short of chaotic. I spoke to four different representatives—Tundo, Wendy, Jabu, and Tabasele—yet not one of them provided any meaningful help. They all gave me the runaround, transferring me from one department to another without listening to my concerns. Each time I explained my issue, I was met with confusion or indifference, only to be told I’d be transferred yet again. It was as if they had no idea how to handle even the simplest of problems, and the constant re-routing gave me the impression that none of them actually cared enough to help.The lack of competence displayed by these staff members was beyond frustrating. After speaking to each of them, it became painfully clear that they lacked both the knowledge and the willingness to solve my problem. Worse still, I had to repeat my issue every time I was transferred to a new person, which only added to my frustration. Each representative misunderstood the situation, and it felt like none of them were even trying to listen to what I was saying. How is it possible for a major bank like FNB to have such poorly trained staff on the frontlines of their customer service?During this exasperating experience, I ended up burning through R120 worth of airtime—R120 wasted on listening to hold music, being transferred from one clueless staff member to another, and ultimately getting nowhere. FNB’s customer service not only wasted my time but also my money, which is unacceptable. Why should customers have to bear the financial burden for the bank's incompetence? It’s ridiculous that FNB allows this to happen, and it shows a total disregard for their customers’ time and resources.As my frustration mounted, I began to express my dissatisfaction more vocally—only to find that FNB’s phone system has a bizarre feature where using profanities gets you automatically transferred to another representative. That’s right, instead of dealing with your frustration or addressing the issue at hand, their system just shifts you to someone else as if you’re the problem. This happened several times, and it felt like they were just trying to get rid of me. It’s infuriating to think that a company would rather dodge an angry customer than actually resolve their issue.By the end of all this, I had spoken to four different staff members—Tundo, Wendy, Jabu, and Tabasele—and not a single one provided any help whatsoever. It was an endless loop of being passed around with no solution in sight, leaving me feeling both angry and disrespected. It’s staggering that a major institution like FNB could have such *********** and unhelpful staff working in customer service. Instead of helping, they seemed intent on transferring me endlessly, which only added to my frustration.In conclusion, my experience with FNB’s customer service was beyond disappointing—it was downright infuriating. From the sheer incompetence of the staff, to the ridiculous amount of airtime I wasted, to the re-routing of my call every time I expressed frustration, the entire ordeal was a nightmare. FNB’s approach to customer service shows a complete lack of care for their clients, and it’s appalling that they think this level of service is acceptable. They need to seriously re-evaluate their staff training and call-handling processes before they lose more customers due to their unprofessionalism. I would strongly advise anyone considering using FNB to think twice, because if you ever have an issue, don’t expect it to be resolved.

After an incredibly frustrating experience with FNB’s customer service, I’m relieved to say that one staff member, Katlego Radebe, was able to finally turn things around. However, my journey to that point was exhausting and filled with unnecessary obstacles, wasted airtime, and numerous encounters with unhelpful staff.To begin, my experience with FNB was initially nothing short of a disaster. I spent a considerable amount of airtime—R170, to be exact—trying to get help with what should have been a simple query. I spoke to four different staff members—Tundo, Wendy, Jabu, and Tabasele—none of whom provided any useful assistance. Each time I explained my issue, I was transferred to another representative, and I had to start from scratch each time. It was as if they were playing a game of hot potato with my problem, with no one taking responsibility to actually solve it.What made the situation even more aggravating was the fact that I had to explain the same issue over and over again, only to receive either vague responses or total confusion on the other end. It was clear that these staff members either didn’t understand my issue or simply didn’t care enough to help. This lack of competence is unacceptable, especially from a bank as prominent as FNB.Then, there was the ridiculous phone system. As my frustration grew, I’ll admit I started using more colorful language to express my displeasure. And what happened? Instead of addressing my frustration, the system simply transferred me to someone else. It was as if FNB was trying to avoid handling a dissatisfied customer by routing my call to another clueless staff member whenever I got too angry. This added insult to injury and only made the entire experience worse.However, just as I was about to give up entirely, I was finally connected to someone who not only understood my issue but also took the time to resolve it. That person was Katlego Radebe, and I can’t thank them enough for their help. Katlego was attentive, knowledgeable, and—most importantly—willing to take ownership of the situation. From the moment I started speaking with Katlego, I felt like I was finally in good hands. Unlike the others, Katlego listened carefully to my concerns, asked the right questions, and worked diligently to resolve my issue.What really stood out to me was Katlego’s professionalism and patience. After hours of being bounced around between different staff members, it was refreshing to speak to someone who knew what they were doing. Katlego didn’t make me repeat my issue multiple times, didn’t transfer me to another department, and didn’t make excuses. Instead, they took control of the situation, provided clear and helpful guidance, and made sure that everything was sorted out before the call ended. This is the kind of service I expect from FNB, and it’s a shame that I had to endure so much frustration before finding someone who was actually capable of helping me.In conclusion, while my overall experience with FNB’s customer service was extremely frustrating, Katlego Radebe was the silver lining in an otherwise dark cloud. If FNB had more staff members like Katlego, they could avoid putting their customers through the kind of ordeal I experienced. Katlego’s professionalism and expertise were a breath of fresh air after hours of incompetence, and I truly appreciate the effort they put into resolving my issue. Going forward, I hope FNB takes this feedback seriously and invests in better training for their staff so that customers don’t have to go through the same struggle I did. But for now, I’m just grateful that someone like Katlego Radebe was there to save the day.