IS THIS A REAL APOLOGY?
Here are the facts: My debacle started on the 19th August WAY BEFORE THE DATE STATED ON THEIR APOLOGY. THEY OBVIOUSLY DID NOT GO THROUGH THEIR RECORDS TO SEE HOW MANY TIMES I COMPLAINED AND HOW MANY COMPLAINT NUMBERS THERE WERE.
My first complaint to Hello Peter was on the 26th August when I was frustrated that my documents which were sent in prior to that were not attended to. THE DAY BEFORE THE CLAIMED DATE OF MY COMPLAINT I finally ended up at the main branch of FNB where myself and the manager spent 3 hours trying to sort out the mess BECAUSE I COULD NOT GET ANY SERVICE FROM A BANK I HAVE BEEN WITH FOR OVER 20 YEARS
He apologised profusely at the way my case was handled by FNB - no one ever returned my phone calls in spite of promises - I could not phone the right people because "they only have an outgoing line" or something like that so are unreachablel, but do not call back. I was SEVERELY COMPROMISED in a business deal because there was a hold on my account and this reflected badly on me.
AND THEN THEIR APOLOGY IS ABOUT WHAT I "AVER" AND NOT HOW THEY BEHAVED IN REALITY.
READ FOR YOURSELF
THEIR APOLOGY (WHICH I DEMANDED SO THAT I COULD REDEEM MYSELF)
1. We refer to your complaint, lodged with the First National Bank (FNB/the Bank/we) under complaint reference ***NF dated on or about 26 August 2024.
2. Your complaint refers:
2.1 You expressed a grievance in respect to the account opening process wherein you aver to have opened the business account in the name of TASTE OF THE CAPE(PTY)LTD on 13 August 2024. Upon submission of the Know Your Customer “KYC” documentation you were informed that it would take 3 business days for the account to be fulfilled.
2.2 However, you aver that the process took more than a week to be finalized and upon engaging the business helpdesk you were not assisted accordingly.
3. Upon receipt of the complaint on 27 August 2024, the Bank attempted to call you however the cell phone numbers provided on the system could not be reached. Subsequently an email was sent to the following email address: ***.
4. Nonetheless, the complaint was escalated to the account opening department on same day for resolution. Upon receipt of the escalation a system breakdown was identified, and it was established that your business account was part of the work items that never generated into the Bank’s workflow.
5. The Bank managed to successfully fulfil your business account on 2 September 2024, and you were furnished with feedback.
6. We sincerely apologize for the inconvenience caused by delaying the activation of the account. 7. Please be assured of our ongoing efforts to deliver excellent client service and our commitment to maintaining our relationship.
8. We value your support and thank you for choosing us as your financial partner.