1 reviews | Active since Nov 2022
Inefficiency and Poor Customer Service from FNB
I have had an extremely frustrating experience with your call centre. I was successively put through to other agents three times without being told why even though I asked. Apparently there was inefficient communication from FNB in December resulting in my Covid loan needing to be debited twice in January. I am very unhappy about the way FNB has handled this, but I will address that matter separately.
This complaint is about the very poor service I received from FNB generally and specifically, MAKHAZE LITHOLE who was unable to explain why the Dec and Jan repayment debits for my Covid loans were taken on the 31st Jan, and then credited on 31st Jan, and why my banking profile says that I am in arrears on this payment when there are still ample funds to cover the amount.
Not only is the situation itself problematic, but Ms Lithole was rude and unhelpful. Among other things, she couldn’t explain why the amounts had been debited then credited and told me I’d have to “wait a couple of days” for (as she explained it to me) FNB’s systems to catch up. As I tried to ask her questions in an attempt to understand what on earth FNB is doing, she just kept talking over me. I have a lot of sympathy for call centre staff who have a challenging job, and whatever is happening with my account is not her responsibility or within her control; on the other hand, as a long standing client dealing with your customer service staff, it is not unreasonable of me to expect accurate information, courtesy and professionalism from your designated representatives, and this I did not get.
In addition, for much of the conversation there was just silence on the phone - I would say hello and there would be no response. Whether that is a staffing or a technology issue, I really don’t care - it is unacceptable.
1. this shortfall is not reflected on my online banking
2. there were sufficient funds in my account to cover this additional amount at the time of debiting - so why was it not deducted, with resulting adverse consequences?
The agent was unable to answer any of my questions, which is very odd - surely your employees should be able to answer queries about a payment that they have contacted me about?
I have of course made the payment because I am sure FNB will penalise me even though, on available evidence, it is their error. Based on my previous very poor experience with the FNB Loans call centre, I do not see any point in trying to find out what is going on from there since the person I spoke to there previously was both uninformative and rude.
I am clearly not receiving acceptable service from FNB, despite having been an FNB client for more than 25 years. My previous complaint is already a "High Priority Complaint" and yet I have not been contacted by person FNB in this regard and am nonetheless expected to comply with FNB's instructions despite my concerns that there are problems in FNB's management of my accounts. The service I have received fall far short of the BASA Code Of Banking Practice.
1. this shortfall is not reflected on my online banking
2. there were sufficient funds in my account to cover this additional amount at the time of debiting - so why was it not deducted, with resulting adverse consequences?
The agent was unable to answer any of my questions, which is very odd - surely your employees should be able to answer queries about a payment that they have contacted me about?
I have of course made the payment because I am sure FNB will penalise me even though, on available evidence, it is their error. Based on my previous very poor experience with the FNB Loans call centre, I do not see any point in trying to find out what is going on from there since the person I spoke to there previously was both uninformative and rude.
I am clearly not receiving acceptable service from FNB, despite having been an FNB client for more than 25 years. My previous complaint is already a "High Priority Complaint" and yet I have not been contacted by person FNB in this regard and am nonetheless expected to comply with FNB's instructions despite my concerns that there are problems in FNB's management of my accounts. The service I have received fall far short of the BASA Code Of Banking Practice.