Live your values!
<p>Via Facebook</p> <p>15/09 (ME): </p> <p>FNB as a last resort I am coming to your facebook page to escalate my complaint - I have already spent 1.5 hours in a branch, spoken to your contact center and your customer complaints team twice....Been promised delivery of my card within 24 hours (it's now been 48) and been promised update calls (not one call received).....it seems your third party supplier (courier) believes that it is acceptable to make me wait another 4 days for my card when I have waited 2 weeks for it! The reason they were not able to deliver - they were missing the last digit of my phone number. It seems that with all the bureaucracy around complaints that I must accept poor service as every avenue that I have tried to get a resolution has failed with no real outcome......all for something totally out of my control!</p> <p> </p> <p>15/09 (FNB): </p> <p>Oh no! I'm terribly sorry for the run around you have experienced.<br />Please will you send me an email to ********** (ID number, contacts and Facebook name) and I'll look into it</p> <p>Kind Regards<br />RB Jacobs</p> <p> </p> <p>19/09 (ME):</p> <p>Hello RB Jacobs,</p> <p>BTW I know this isn't really your name, in fact I know that this isn't actually a single individual......It's probably a group mail box....who ever has the unfortunate duty to manage it is probably on rotation and that's why no one has taken personal responsibility of my complaint and it's resolution.</p> <p>I know you didn't ask but yes I did eventually get my card after a failed attempt by the courier to deliver my card because, guess what. they had the WRONG phone number! Wow!</p> <p>After driving through rush hour traffic on Friday to find the courier driver on his next drop off I managed to get my hands on it and attempted to activate it all weekend via online banking.</p> <p>Can you handle it, to date I still don't have access to my bank account except via e-wallet (great strategy to get me to pay more bank) ! Plus now I basically owe all my colleagues money and I am their boss! How embarrassing!</p> <p>I have been to numerous ATMs to try to draw money and tried at least 4/5 times to activate the card but no luck at all! I just saw a little note that says 'Activate in Branch' - if this is true I will literally jump off a building!</p> <p>It has now been 19 DAYS since I requested my card! If this is your strategy to help me save money, I'm telling you it's working!</p> <p>But my reputation among my friends and family is probably starting to suck, I mean who can really believe that what I am saying is the truth!</p> <p>Surely FNB can't be that bad at delivering bank cards, I mean you have completed this process MILLIONS of times ('In it’s full year report for 2014, FNB indicated a customer base of 7.1 million customers, down significantly from the 7.6 million reported in 2013' http://businesstech.co.za/.../battle-to-be-the-biggest.../).</p> <p>So my question is, how can you get it so wrong?</p> <p>I am siting here waiting for a little miracle.....</p> <p> </p> <p>Via Email</p> <p> </p> <p>19/09 (FNB): </p> <p>Hi Hayley</p> <p>Thank you for your mail.</p> <p>I have referred this matter to the Team for urgent assistance.</p> <p> </p> <p>19/09 (ME): </p> <p>From me: To the'Team'........what team? Who in that team? When will they be in touch?</p> <p>You guys are hiding behind this faceless bureaucratic machine that lacks any accountability.</p> <p>You say that you are a values based business from your website 'pride, accountability, innovation, Ubuntu and respect. These values serve as a guide when making business decisions and in our dealings with all stakeholders, including colleagues, customers, investors, suppliers, the community and the environment.'</p> <p>All words and pomp - where are the REAL people? The ones that are supposed to live and breathe these values!</p> <p> </p> <p>NOW (ME): #willtherealRBJacobspleasestandup</p> <p> </p> <p> </p>