How can they help us - Not Much!

<p>It appears they are not in the least interested in helping us!</p> <p> </p> <p>Premier banking with my personal account is now a lottery in that calls are answered by a call centre that may be helpful and provide answers / advice / solve problems. It just depends who answers and what sort of day they are having. There is now, of course, the joke of the award scheme, which has keeps changing the terms and conditions to ensure that promised rewards stay elusive.</p> <p> </p> <p>With Business Banking however, it is not at all possible to obtain answers / advice / solve problems. The call centre has not been able to do this, staff in the branches appear not to deal in any meaningful way with business banking issues, and so-called mobile business bankers are unreachable. In the past year I have experienced the following:</p> <p> </p> <p>The fee for each transaction (payment) in my business account jumped from R13 in June to R50 in July. After three times getting through the call centre fire-wall and speaking to business bankers at the management level I was told: ‘They are not sure’, ‘they will look into it’, and ‘Yes, fees have gone up, but they don’t know why’. Each time I asked why I had not received so much as an annual notice of the change in fees and services. They could give me no information their new fee structure but promised to send it to me. Four months later nothing has been sent. I can only assume FNB has no fee structure document for this account.</p> <p><br />I have a notice account attached to my business account. The procedure for giving notice is via the secure website, only it is not possible to do this. All the staff in call centres and in branches assure me that this is the procedure. Only when I eventually get through to the IT department do they admit that there is a fault ‘due to an upgrade’. I have twice given notice on this account and twice had this experience. It is no simple feat escalating these problems up the ladder until you are in touch with the IT division, which eventually admitted the problem some days after the funds were due.</p> <p><br />Numerous other promises about their services that turned out to be untrue or far more complicated. One example will suffice: Consultants in the bank assure me that I can change my PIN (and similar details) on the secure website. Superficially its true you can do this, however, once you have done it the website informs you that you have to go back the bank or the ATM to ‘activate’ the changes before they are operational. In other words dropping the BS and just informing clients to make changes at the ATM would have been an actual service (i.e. the advice I got did not help me, it explicitly wasted my time).</p> <p><br />I have had it with the veneer of service and helpfulness. FNB construct systems that work, that don’t keep changing (with anything like the frequency of the conditions of the ‘reward program’), and inform clients honestly about what we have to do to get them to work. That FNB, is how I can help you.</p> <p> </p>