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Quanita B

1 reviews | Active since Sept 2015

01 Jun 2020, 11:20

Lack of communication!

I'm extremely annoyed with the service received from FNB ***** department.

I reported a ********** transaction on the 9th of May and was advised that I will receive feedback within 7-10 working days. This was not the case and on the 25th of May, I contacted the ***** line, waited 10 minutes for someone to answer (as if I have airtime for this) and then the call was dropped. I called back again and waited a further 15 minutes to follow up and was advised that I would receive feedback on Wednesday the 27th of May. No one has gotten back to me with feedback!

Today I waited 15 minutes for someone to answer my call and she provided me with details of my investigating officer who, when I was transferred to her extension, isn't available. I've tried calling the call centre again, waited 17 mins just to have the call dropped!

This is my time and money that FNB is messing with! Just under R 2000 was taken from my account and what if this was the difference between life and starvation for me? The lack of communication is appalling! This is such a sensitive time for all South African's and FNB is is unfortunately not handling my situation with the amount of EQ that is necessary.

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Replies (2)
QB
Quanita B's update02 Jun 2020, 13:21
Reviewer Update
I'm currently on the phone again. first call was 35 minutes with only probably 2 minutes of conversation. second call - currently still on going for 17 minutes with again maybe 2 minutes of conversation. Please advise if you will be returning my airtime to me!
QB
Quanita B's update04 Jun 2020, 08:06
Reviewer Update
Hi

I'm still waiting for someone to get back to me!!!

So far I've spent 139 airtime minutes on FNB and probably only 10 mins of that was actual talk time. Will FNB reimburse me of my airtime used? I refuse to spend any more of my money on FNB. Just under 2k was ****** from my account in the beginning of May, I've had a salary cut and now I have to spend the little money that I have on airtime to fight for what is rightfully mine?

The lack of communication is also appalling. Being in a customer service environment myself, a person would not go to the lengths that I am going through if there was clear communication and promises were delivered on. Initially I was told that I would hear from someone within 7-10 days. I didn't. I followed up and was then told 2 days. I didn't. I've written a complaint to *** and hello peter and still no communication despite emails saying that someone will get back to me shortly. 4 days later???

I'm absolutely mortified at what's happening here and how FNB gives zero ****s about their customers well being!