Kempton square fnb. Horrible service

Hi,

I am writing to express my disappointment and frustration with the service I received at the FNB Kempton Square branch on January 18 2025. I visited the branch for authentication purposes only. Unfortunately, the devices were malfunctioning, and only one computer was working in the authentication section. After multiple attempts, the system failed to detect my fingerprints.

The staff member assisting me sought advice from her colleagues on how to proceed. Nokuthula and another colleague, who were assisting other clients, responded by loudly stating that there was nothing the bank could do. They told me that I would need to open a bank account for further assistance and imp**** that my forgotten login details meant the bank had blocked me. This was inaccurate, as all I needed was my username.

Their loud and rude response, which was heard by everyone in the branch, was disheartening and made me feel small and useless. Despite this, another staff member who checked my profile using my ID was able to see my information. Nokuthula and her colleague later apologized for their rudeness, but by then, I was too upset to continue.

I left the branch and went to FNB Festival Mall, where I received excellent service. Within three minutes, my issue was resolved. I want to extend my gratitude to the staff at FNB Festival Mall for their efficiency and professionalism.

In light of my experience, I strongly recommend refresher training and proper customer service training for the staff at FNB Kempton Square.

Thank you for your attention to this matter.