*********** call centre staff

<p>I was helping a client who had an fnb loan but repaid it the very next day. He was told that if he repays within 7days the initiation fee would fall away. Day after he repays the loan he comes to see me. I call in for a paid up letter and the first lady doesnt even mention that the initiation fee is still showing and that a request needs to be sent to get a paid up letter. She just emails a settlement letter and loan statement. I call back and the next guy tells me it will take between 48-72hours to receive the paid up letter and if I settle the initiation fee the client will not be reimbursed. The client leaves and comes back 2days later and is assisted by my colleague as I was not on duty there that day. When calling in for the paid up letter (again) he gets told he can only receive it after another 72hours! The weekend passes and the client comes to see me first thing monday morning. I call in again and this arrogant lady tells me (after I explain in depth what has happened in the past week) that there is nothing that nobody can do and the client can only get a paid up letter up to 45 days and if I would like to complain here is there complaints department's email address! The client has now been out of work for 3days. I cannot assist him and I tell him to go query at an FNB branch. They call in and it is established that the requests in the previous week was never put through on their side and that the arrogant lady's request that morning was the only one that was! They then hustle and make arrangements that if I settle the initiation fee the client will somehow be reimbursed. The client was frustrated and me even worse and the level of client care barely exists.</p>