How can we help you?, Yet you fail to help when help is needed!

<p>Dear FNB CEO </p> <p> </p> <p>I have been a loyal FNB client for a number of years and promote FNB to all my friends and family - some of my friends and family even moved to FNB after I kept on promoting FNB. </p> <p> </p> <p>Unfortunately, due to recent events, I won't be an FNB client for much longer. </p> <p> </p> <p>On Thursday, 15 June 2017 @ 08:30 I made an EFT payment to an ABSA account via the FNB banking app. The recipient contacted me to inform me that the payment has not been made. I contacted the Premier Client Call Centre and enquired about when the payment will reflect. The gentleman informed me that the payment will only reflect on Wednesday, 21 June 2017 due to the public holiday on 16 June 2017. I referred the gentleman to an FNB payment schedule on the internet that indicates that if it's done before a certain time it will reflect on the same day. He had no response to this and I asked to speak to a manager. He transferred my call back to the switchboard. </p> <p> </p> <p>I phoned again and Ryan assisted me. According to Ryan he could not assist me as I did not click on the "clear now" button on the FNB banking app. I referred him to the terms and conditions - nowhere does it state that if I do not click "clear now" on the app, FNB will not be in a position to clear the funds for me at a later stage. I asked Ryan to transfer me to a manager but they were all in a meeting and could not assist me - Ryan placed my call on hold and then eventually after 10 minutes Pinky, a senior banker, picked up the call. </p> <p> </p> <p>Pinked asked me to verify my call and then said that she will contact the relevant department to see if they can assist by clearing the payment. She promised to contact me no later than 14:50. At 15:00 I had to call FNB AGAIN as Pinky did not return my call. My call was placed on hold again - when Pinky finally answered she said that FNB will not assist me with my request to have the funds cleared. I then asked her to cancel the EFT so that I can make the payment at an ABSA branch to which she informed me would cost me an additional R250 (which is ridiculous in my opinion) at this point, Pinky dropped the call. </p> <p> </p> <p>I visited an ABSA branch to deposit the money and was received by friendly, helpful staff that even offered me popcorn while waiting in the short teller line to make the deposit. As I left the branch Pinky phoned (seeing that she dropped my previous call). I asked Pinky to put me in contact with a person at FNB to close my account as I am extremely unhappy with the lack of support that I received from FNB. She said that she will get the relevant person to contact me. As expected, 08 days later and I received no call from FNB - not even a call to apologise for their lack of help which you so freely offer to all your clients. I will, therefore, visit a branch in person to close my bank account with FNB as you didn't even care enough to phone me and try and convince me to stay with FNB after informing you that I want to close my account - clearly your clients aren't as important to you. </p> <p>She said that she will get the relevant person to contact me. As expected, 08 days later and I received zero calls from FNB - not even a call to apologise for their lack of help which you so freely offer to all your clients. I will, therefore, visit a branch in person to close my bank account with FNB as you didn't even care enough to phone me and apologise or to ask me to stay with FNB after informing you that I want to close my account - clearly your normal clients aren't important to you. </p> <p> </p> <p>In the end, I wasted over R100 airtime in phoning FNB for help but received NO HELP! How ironic!</p> <p> </p>