KING SABELO GUMA - FNB GATEWAY.

Dear FNB

I visited your Gateway branch yesterday afternoon with the intention of closing my 4 year old daughters account because of endless issues that I was experience with trying to login to the banking app.

I changed cellphones in August 2022 and could not activate the banking app on the new cellphone. Visited the Pavilion branch (where I opened the account) for assistance and TO MY SURPRISE, they could not find my ID number on their system. They asked me to call their call centre for further assistance, as they could not assist me. Wasted my time going to them.

Yesterday, after failing to get assistance from your self service call centre (which is useless in my opinion) I visited the Gateway Branch and was assisted by SABELO GUMA. I was stressed out but Sabelo kept calm and also calmed me down at the same time. He took the time to listen to my query and then got to work. He talked me through the entire process of what he was doing. He updated all my details and also set up mine and my daughters account correctly. (this was the reason why I couldn't log on to the app).

I was messed around by the Pavilion branch who tried to just shove me off to the call centre but Sabelo did not do that, he sorted out the query quickly and I was amazed because I had lost all hope with FNB. You should thank Sabelo Guma for preventing me from closing my account. Your consultants from the Pavilion branch can learn from him on how to provide good customer service. I understand that businesses have process in place to protect their clients but their is no excuse for poor customers service.

Sabelo, I want to thank you again. You went above and beyond, you were patient, you LISTENED, you showed empathy and you displayed professionalism throughout our interactions. Thank you.