MERCHANT DEPARTMENT'S PATHETIC SERVICE

Dear FNB It is with very deep regret that I am placing this review. The company I work for moved from another bank last year September to FNB due to the excellent service and products you offer. We have over 24 accounts with you of which 2 are merchant accounts. We however require another merchant for a new company we started and this is what my review is about. On the 20th of September we requested that we need another merchant. On the 29th of September I received an email from your merchant department with the documents but with no form of instruction on where we need to sign etc., we had to figure out by ourselves what where. By the 12th of October it was send back to the merchant department to review the documents. Not hearing anything from the merchant department I send an email on the 16th of October to request feedback, once again nothing. Again on the 18th requesting feedback. Only after 3 email and our business banker requesting feedback as well did the consultant email me “ I will advise on the latest today” And guess what, he never did which ended again in me asking again on the 20th of October for feedback reminding him that he promised me answers already on the 18th of October. On the 20th he then promised me on email that it will up and running on the 24th of October. By the 26th of October we still have not received a word from your merchant consultant which promised us up and running 2 days ago. Once again an email was send to remind him, of his unfulfilled promises. On the 6th of November an email was send again where I complained about the service and asked if we could please be told why this is taking so long. Only then 3.5 weeks after initial documents was send to FNB they suddenly had additional questions which was answered the very same day. On the 14th of November another document was requested from them which was send back to them on the 16th of November. Since then I have emailed on the 22nd of November, 27th of November, 4 December 2017, 6 December 2017. I have logged a complaint online and have not received any form of communication back on why this has not been opened yet. Nor any feedback on my complaint. Our business banker has gone out of his way sending emails and making phone calls to try and resolve my query but you merchant department’s service is pathetic and non-existing. I have proof of all emails and the names of each consultant doing absolutely NOTHING to help us in receiving service from you. You seriously need to get better personal in your merchant department as if it was not for our excellent business banker’s service and your great banking app, we would be looking to take our business elsewhere. I cannot think that this is the way FNB wants it customers to be treated.