********** customer servise at FNB O.R Tambo

On Friday the 15th I went to FNB, O.R Tambo branch for assistance with a PayPal account that I needed to link with FNB. With normal banks when you walk in to the branch , there is a consultant who directs you to the right person for a assistance, here there was a couple of customers who looked as lost as I was. I decided to join a queue seeing that this is where everyone was going. Twenty minutes later when I eventually got through the queue to the consultant behind the desk, she informed me that she could not help as she knows nothing about PayPal and told me to wait for Goodman. Goodman from what I understand is the customer support person who knows nothing about customer service, I spoke with him and explained what my query is but the matter could not be resolved. He informed me that the reason why I cannot link the PayPal profile with FNB is that I already have a profile number with FNB (I had an account with FNB back in 2009/2010 which I closed). My question then was that can the old profile not be cancelled and a new one I can link to PayPal be created, he suggested that the only way was for me to open an account and directed me back to another queue where someone will assist me with opening the account. I patiently waiting for the lady to assist me, she took my ID and proof of residence and told me she was going to get it ‘verified’. When she returned she told me that my documents are fine but she does not open accounts, the person who does that is her colleague Sbongile who is currently on lunch. To my dismay I asked so if Sbongile goes on lunch, FNB comes to a standstill and her response was ‘there is nothing I can do’. An hour later my matter is not resolved, and I am pretty much frustrated so I left.

Monday the 18th I went back to the branch to try get the matter resolved. I got to the branch at 13:45, and waited in the queue. No one came to the people sitting in the queue to check what they need assistance with and direct them to the right place until 20 minutes later. Goodman (from Friday) once again came through and asked what I came for and I explained, and he checked my I.D and proof of residence and left. 15 minutes later a lady by the name of Tebogo Thage comes through and asks the same thing that Goodman just asked except she tells me that my proof of residence is not valid, I need to go to the bank I currently bank with and get a statement. I tell her I brought the same documents last week and they were valid, Goodman just checked and didn’t tell me that and now an hour later you are going to tell me to go get something that I already have. She told me she was only trying to ‘help’ with such attitude then left. I waited a little while longer then asked the same lady Tebogo if I could talk to the manager and she said her manager is on lunch I should talk to Goodman. I told her I spoke with Goodman last week and he could not help me, so I cannot talk to him again. She went to the back and back and came back with the manager, I was shocked because she just told me that her manager went out for lunch. Anyway, when I 1st walked in the branch there was only 3 people in front of me, an hour 15 minutes later there is still a person in front of me.

Rochelle Hope is the manager when she came through firstly, I expressed my concern about the queue that was moving so slowly. Her response was her consultants work shifts, they only have two people on shift and the other person is on lunch and there is nothing she can do right now. She had the audacity to tell me that I work at the airport, therefore I should know how shifts operate so I must just wait for someone to assist me. I told her that I already wasted my lunch hour on Friday and had to go back to work with my matter not resolved. She then said I should call PayPal myself and sort this thing out with them as they really don’t have anything to do with it. She also said that their branch was initially setup for people flying to and from the airport and not just anyone. I work at the airport and therefore will use the facilities there, I am not just anyone I am a customer like every other person who comes through that door. How can a person who is placed in a managerial position be so unprofessional and rude and have staff who have no sense of urgency or know nothing about customer service? She did not even have the decency to address this matter with me in her office and calm the situation down, Instead she kept trying to come up with excuses as so why their service is so bad. I was frustrated, and my voice was raised and was getting frustrated (I don’t know for what reason) and raised her voice. I eventually had to leave because things were getting too heated, once again they did not assist me with anything. I still have not been able to open an account or be assisted in anyway.

This kind of service is not acceptable especially in a bank placed and an international airport. The FNB employees are not only representing FNB but South Africa! It is bad enough that they give such ********** service to us people of this country, but they are also giving South Africa as a country a really bad name!