GN
Gladys N
1 reviews | Active since Nov 2025
17 Dec 2025, 22:11
I am writing to formally lodge a complaint regarding the extremely unprofessional, humiliating, and unacceptable service I received at your FNB Chris Hani Mall branch on the afternoon of 12/12/2025. I visited the branch to have my FNB App password unbloc
Disgraceful and Unacceptable Treatment at FNB Chris Hani Mall Branch
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Gladys N's updateReviewer Update
17 Dec 2025, 22:16I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation
GN
Gladys N's update17 Dec 2025, 22:16
Reviewer Update
I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation
GN
Gladys N's updateReviewer Update
17 Dec 2025, 22:25Subject: Outrageous, Degrading and Unacceptable Conduct at FNB Chris Hani Mall Branch
Good day,
I am lodging this complaint to formally record the shocking, degrading, and completely unacceptable treatment I received at your FNB Chris Hani Mall branch on 12/12/2025. What I experienced was not poor service — it was outright disrespect, ************, and public humiliation at the hands of one of your employees.
I visited the branch solely to have my FNB App password unblocked due to my phone screen not functioning properly. I was assisted by an employee named Thulane. From the very beginning, his attitude was dismissive and hostile. Instead of offering assistance, he bluntly told me, “mam ku mele uyothenga iPhone entsha coz angeke ngikhona ukukusiza ngoba izobuyela iblocke futhe,” effectively refusing to help me and instructing me to go and buy a new phone.
When I informed him that I cannot afford to buy a new phone, he doubled down on his refusal and repeatedly insisted that helping me would be pointless. When I asked him to stop being negative and simply assist me, he raised his voice and shouted at me, stating, “I am not being negative. I am telling you the truth.” This was done in front of other customers, turning a routine banking request into a humiliating public spectacle.
At that moment, I felt belittled, intimidated, and embarrassed, and chose to remain silent purely to avoid further escalation. However, the conduct did not stop there. He then said, “Oh well, you can proceed and unlock your phone so I can show you that this will never work,” and stood watching me, clearly expecting and waiting for me to fail, as though proving me wrong was more important than assisting a customer.
Contrary to his repeated claims, I successfully unlocked my phone. Only then did he reluctantly escort me to a desk and instruct me to create a new password on a desktop computer — a process that worked immediately and without issue. This proved that his refusal to help me earlier was completely unjustified.
The entire situation could have been resolved in minutes. Instead, valuable time was wasted on arguing, shouting, condescension, and an apparent attempt to embarrass me. This behaviour is unacceptable, unprofessional, and entirely inconsistent with the standards expected from FNB.
No customer should ever be spoken to aggressively, dismissed because of their financial limitations, or humiliated in public. If this is the manner in which FNB allows its frontline staff to treat customers, then it is deeply concerning and raises serious questions about your commitment to customer service and dignity.
Experiences like this are precisely why customers lose trust and seriously consider taking their business elsewhere. Loyalty cannot be expected where basic respect is absent.
I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation.
Good day,
I am lodging this complaint to formally record the shocking, degrading, and completely unacceptable treatment I received at your FNB Chris Hani Mall branch on 12/12/2025. What I experienced was not poor service — it was outright disrespect, ************, and public humiliation at the hands of one of your employees.
I visited the branch solely to have my FNB App password unblocked due to my phone screen not functioning properly. I was assisted by an employee named Thulane. From the very beginning, his attitude was dismissive and hostile. Instead of offering assistance, he bluntly told me, “mam ku mele uyothenga iPhone entsha coz angeke ngikhona ukukusiza ngoba izobuyela iblocke futhe,” effectively refusing to help me and instructing me to go and buy a new phone.
When I informed him that I cannot afford to buy a new phone, he doubled down on his refusal and repeatedly insisted that helping me would be pointless. When I asked him to stop being negative and simply assist me, he raised his voice and shouted at me, stating, “I am not being negative. I am telling you the truth.” This was done in front of other customers, turning a routine banking request into a humiliating public spectacle.
At that moment, I felt belittled, intimidated, and embarrassed, and chose to remain silent purely to avoid further escalation. However, the conduct did not stop there. He then said, “Oh well, you can proceed and unlock your phone so I can show you that this will never work,” and stood watching me, clearly expecting and waiting for me to fail, as though proving me wrong was more important than assisting a customer.
Contrary to his repeated claims, I successfully unlocked my phone. Only then did he reluctantly escort me to a desk and instruct me to create a new password on a desktop computer — a process that worked immediately and without issue. This proved that his refusal to help me earlier was completely unjustified.
The entire situation could have been resolved in minutes. Instead, valuable time was wasted on arguing, shouting, condescension, and an apparent attempt to embarrass me. This behaviour is unacceptable, unprofessional, and entirely inconsistent with the standards expected from FNB.
No customer should ever be spoken to aggressively, dismissed because of their financial limitations, or humiliated in public. If this is the manner in which FNB allows its frontline staff to treat customers, then it is deeply concerning and raises serious questions about your commitment to customer service and dignity.
Experiences like this are precisely why customers lose trust and seriously consider taking their business elsewhere. Loyalty cannot be expected where basic respect is absent.
I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation.
GN
Gladys N's update17 Dec 2025, 22:25
Reviewer Update
Subject: Outrageous, Degrading and Unacceptable Conduct at FNB Chris Hani Mall Branch
Good day,
I am lodging this complaint to formally record the shocking, degrading, and completely unacceptable treatment I received at your FNB Chris Hani Mall branch on 12/12/2025. What I experienced was not poor service — it was outright disrespect, ************, and public humiliation at the hands of one of your employees.
I visited the branch solely to have my FNB App password unblocked due to my phone screen not functioning properly. I was assisted by an employee named Thulane. From the very beginning, his attitude was dismissive and hostile. Instead of offering assistance, he bluntly told me, “mam ku mele uyothenga iPhone entsha coz angeke ngikhona ukukusiza ngoba izobuyela iblocke futhe,” effectively refusing to help me and instructing me to go and buy a new phone.
When I informed him that I cannot afford to buy a new phone, he doubled down on his refusal and repeatedly insisted that helping me would be pointless. When I asked him to stop being negative and simply assist me, he raised his voice and shouted at me, stating, “I am not being negative. I am telling you the truth.” This was done in front of other customers, turning a routine banking request into a humiliating public spectacle.
At that moment, I felt belittled, intimidated, and embarrassed, and chose to remain silent purely to avoid further escalation. However, the conduct did not stop there. He then said, “Oh well, you can proceed and unlock your phone so I can show you that this will never work,” and stood watching me, clearly expecting and waiting for me to fail, as though proving me wrong was more important than assisting a customer.
Contrary to his repeated claims, I successfully unlocked my phone. Only then did he reluctantly escort me to a desk and instruct me to create a new password on a desktop computer — a process that worked immediately and without issue. This proved that his refusal to help me earlier was completely unjustified.
The entire situation could have been resolved in minutes. Instead, valuable time was wasted on arguing, shouting, condescension, and an apparent attempt to embarrass me. This behaviour is unacceptable, unprofessional, and entirely inconsistent with the standards expected from FNB.
No customer should ever be spoken to aggressively, dismissed because of their financial limitations, or humiliated in public. If this is the manner in which FNB allows its frontline staff to treat customers, then it is deeply concerning and raises serious questions about your commitment to customer service and dignity.
Experiences like this are precisely why customers lose trust and seriously consider taking their business elsewhere. Loyalty cannot be expected where basic respect is absent.
I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation.
Good day,
I am lodging this complaint to formally record the shocking, degrading, and completely unacceptable treatment I received at your FNB Chris Hani Mall branch on 12/12/2025. What I experienced was not poor service — it was outright disrespect, ************, and public humiliation at the hands of one of your employees.
I visited the branch solely to have my FNB App password unblocked due to my phone screen not functioning properly. I was assisted by an employee named Thulane. From the very beginning, his attitude was dismissive and hostile. Instead of offering assistance, he bluntly told me, “mam ku mele uyothenga iPhone entsha coz angeke ngikhona ukukusiza ngoba izobuyela iblocke futhe,” effectively refusing to help me and instructing me to go and buy a new phone.
When I informed him that I cannot afford to buy a new phone, he doubled down on his refusal and repeatedly insisted that helping me would be pointless. When I asked him to stop being negative and simply assist me, he raised his voice and shouted at me, stating, “I am not being negative. I am telling you the truth.” This was done in front of other customers, turning a routine banking request into a humiliating public spectacle.
At that moment, I felt belittled, intimidated, and embarrassed, and chose to remain silent purely to avoid further escalation. However, the conduct did not stop there. He then said, “Oh well, you can proceed and unlock your phone so I can show you that this will never work,” and stood watching me, clearly expecting and waiting for me to fail, as though proving me wrong was more important than assisting a customer.
Contrary to his repeated claims, I successfully unlocked my phone. Only then did he reluctantly escort me to a desk and instruct me to create a new password on a desktop computer — a process that worked immediately and without issue. This proved that his refusal to help me earlier was completely unjustified.
The entire situation could have been resolved in minutes. Instead, valuable time was wasted on arguing, shouting, condescension, and an apparent attempt to embarrass me. This behaviour is unacceptable, unprofessional, and entirely inconsistent with the standards expected from FNB.
No customer should ever be spoken to aggressively, dismissed because of their financial limitations, or humiliated in public. If this is the manner in which FNB allows its frontline staff to treat customers, then it is deeply concerning and raises serious questions about your commitment to customer service and dignity.
Experiences like this are precisely why customers lose trust and seriously consider taking their business elsewhere. Loyalty cannot be expected where basic respect is absent.
I expect this matter to be urgently investigated, that appropriate action be taken against the employee involved, and that FNB provides feedback on how such behaviour will be prevented in future. Customers deserve solutions, respect, and professionalism — not hostility and humiliation.
GN
Gladys N's updateReviewer Update
19 Dec 2025, 14:06Thank you for the feedback received from the Branch Manager, Mr Simphiwe. However, I remain dissatisfied with the outcome of our conversation.
During the call, Mr Simphiwe stated that he would not be able to provide me with feedback after obtaining the employee’s version of events, citing the Labour Relations Act as the reason. I do not agree with this interpretation, as my understanding is that the Act does not prohibit providing general feedback to a complainant once an internal process has been concluded.
While I accepted the apology conveyed on behalf of the employee, I left the conversation feeling that the Branch Manager had already formed an opinion before fully considering all aspects of the matter. The tone of the discussion came across as biased and dismissive of my experience as a customer.
What continues to trouble me is Mr Simphiwe’s statement that I “was not supposed to come to the branch to make such an enquiry” and that I should have used other available platforms instead. This made me feel as though I was being blamed for the employee’s reaction, as if my presence at the branch had somehow justified the manner in which I was treated.
At no point did Mr Simphiwe show genuine interest in understanding the humiliation and embarrassment I experienced. When I attempted to explain how the incident made me feel, the focus of the conversation shifted to lecturing me on which services are rendered at branch level versus online—information that I am already fully aware of. This approach overlooked the core issue, which was the conduct and attitude of the employee.
Overall, I am disappointed that my concerns were not handled with the level of empathy, neutrality, and customer care I expected. I believe this matter deserves to be addressed more objectively, with acknowledgment of the impact the incident had on me as a client.
GN
Gladys N's update19 Dec 2025, 14:06
Reviewer Update
Thank you for the feedback received from the Branch Manager, Mr Simphiwe. However, I remain dissatisfied with the outcome of our conversation.
During the call, Mr Simphiwe stated that he would not be able to provide me with feedback after obtaining the employee’s version of events, citing the Labour Relations Act as the reason. I do not agree with this interpretation, as my understanding is that the Act does not prohibit providing general feedback to a complainant once an internal process has been concluded.
While I accepted the apology conveyed on behalf of the employee, I left the conversation feeling that the Branch Manager had already formed an opinion before fully considering all aspects of the matter. The tone of the discussion came across as biased and dismissive of my experience as a customer.
What continues to trouble me is Mr Simphiwe’s statement that I “was not supposed to come to the branch to make such an enquiry” and that I should have used other available platforms instead. This made me feel as though I was being blamed for the employee’s reaction, as if my presence at the branch had somehow justified the manner in which I was treated.
At no point did Mr Simphiwe show genuine interest in understanding the humiliation and embarrassment I experienced. When I attempted to explain how the incident made me feel, the focus of the conversation shifted to lecturing me on which services are rendered at branch level versus online—information that I am already fully aware of. This approach overlooked the core issue, which was the conduct and attitude of the employee.
Overall, I am disappointed that my concerns were not handled with the level of empathy, neutrality, and customer care I expected. I believe this matter deserves to be addressed more objectively, with acknowledgment of the impact the incident had on me as a client.