Is this really Customer Service

I've had the worst experience with FNB.

It has pushed me to the point of closing all my accounts because they do not care for their clients who do not earn the "Big Bucks".

My issue started when I queried a Device Insurance Payment that has been going off since 2014.

I bought a phone through their Device platform in 2014 and paid it off in 2016. I was under the impression that the device insurance I took out would lapse as soon as the contract was paid up.

My fault for not reading the fine print. It continued until now, even though their device insurance branch no longer gives out device insurance. I was told a renewal letter was sent out and it was up to me to cancel when I received it.

To my surprise the 1st renewal letter only came in 2019, 3 years after the contract lapsed. Again my fault for not cancelling it then but we learn from our mistakes.

The biggest issue I have and the reason for my frustration is that it took the 3 people in my email chain (1st email was sent on the 1st of August) 2 weeks to reply to my queries after they sent me a mail saying the 2 payments were separate and not linked therefore it did not auto cancel.

After 2 weeks and myself sending an e-mail asking for responses. The 1st was the 3rd then 8, 10,12,15 and the final one was the 16th of August 2022 when I received a reply and it showed to me that they did not even bother to read the e-mail I sent.

They didn't even answer my questions or apologize for taking 2 weeks to reply. This pushed me over the edge because if that is how you treat their customers who have been with you for as much as 10 years then what is the point of asking for assistance. It shows that having an account with them means nothing, but money to them and only the "Big Fish" are worth their time or effort.

I will not be giving the names here of the 3 people in my mail chain but this is utterly disgusting.

I have started closing all my accounts and will be moving every piece of business to my new account that took 10min to setup and where I received the most amazing assistance to help me open up the right account.

I would have never got to this point if they had just apologized and given me the explanation I was looking for, but alas that is too much to ask for when you are not one of their big clients.

Fool me once, shame on me, there will not be a second chance to fool me as the way they do business is utterly disgraceful.

I hope this shines a light for FNB to change their ways. If not then it's all in vain.