Pathetic service experience as FNB Premier client

I AM AN FNB PREMIER ACCOUNTHOLDER & SERVICE RECEIVED FROM FNB IS AN ABSOLUTE DISGRACE!! I HAVE BEEN WITH FNB AND THEN MOVED TO ANOTHER BANK YET DECIDED TO GIVE IT A TRY AGAIN AND I TOTALLY REGRET IT. I HAVE BEEN FIGHTING, STRUGGLING AND STILL WITH NO SUCCESS. I HAVE BEEN WAITING FOR MY CARD SINCE 25 JULY, YET ANOTHER CARD FOR MY DAUGHTER AND NO COMMUNICATION/RESPONSE FROM FNB WITH DELIVERY/COLLECTION DETAILS. I HAVE REPOSRTED A ***** CASE BEGINNING OF AUGUST, AFTER DOCS SENT YET NNO RESPONSE RECEIVED WHEREBY I WERE ADVISED THIS WOULD BE RESOLVED WITHIN MOST 30 DAYS. I HAVE REPORTED DUPLICATE TRANSACTIONS TO THE SERVICE DEPARTMENT ON 2SEPTEMBER WITH CALL REFERENCE NUMBER RS***. (I AM NOT GOING TO EXPLAIN THE WHOLE SITUATION AGAIN AS THIS WOULD HAVE BEEN RESOLVED APPARENTLY) I WERE ADVISED THAT FNB SENT OUT COMMUNICATION TO THEIR EMPLOYEES STATING THERE IS AN ISSUE WITH THE BANK AND ALL DUPLICATE TRANSACTIONS WOULD BE REVERSED BACK INTO MY ACCOUNT WITHIN 5-7 DAYS. THE AMOUNT ADDED UP TO ABOVE R1800.00 (TRANSACTIONS DUPLICATE WENT OFF ON 25 & 28 AUGUST 2023). STILL WAITING. I PHONED TO FOLLOW UP WITH SERVICE DEPARTMENT ON 9 SEPTEMBER WHEREBY THE AGENT WHO ASSISTED ME (MR ALVERNO BLENNIES) TRIED HIS VERY BEST TO HELP ME IN THE BEST POSSIBLE WAY, BUT UNFORTUNATELY DUE TO THE INCOMPETANCY OF HIS MANAGER HE COULD NOT MEET MY EXPECTATIONS. I HAVE REQUESTED TO SPEAK TO THE MANAGER WHO REFUSED TO TAKE MY CALL AND WHO REFUSED TO RESOLVE MY ISSUE. THE 1ST CALL REFERENCE NUMBER ON 9 SEPTEMBER IS RS***. ACCORDING TO WHAT I UNDERSTOOD HE DID ATTEMPT TO DISCUSS THE COMPLAINT AND ISSUE WITH THE MANAGER YET HE PHONED ME BACK WITH CALL REFERENCE NUMBER RP***. ACCORDING TO HIS MANAGER MRS THEVASHINI NAGOOR, I NEED TO COMPLETE AND SEND THE DEBIT CARD DISPUTE FORMS WHICH A TIMEFRAME COULD NOT BE GIVEN. IF SOMEONE IN FNB IS SERIOUS ABOUT CUSTOMER SERVICE, PLEASE LISTEN TO THE RECORDINGS AND HANDLE THIS SITUATION AS IF IT WERE YOUR OWN. NO ONE SEEMS TO UNDERSTAND MY FRUSTRATION. ON 9TH SEPTEMBER I HAVE ADVISED I WILL SEND THROUGH A COMPLAINT YET TO DATE NO COMMUNICATION RECEIVED. MEANING NONE WERE ESCALATED? I FEEL THAT MY MONEY IS NOT SAFE WITH FNB, I AM BEING CHARGED A **** LOAD OF SERVICE FEES, AND AIRTIME TO RESOLVE THIS ISSUE WHICH IS NOT MY MISTAKE, BUT NO SUCCESS. THIS IS NOT THE FIRST OR SECOND TIME I HAVE AN ISSUE WITH FNB, AND THE SERVICE THAT I AM GETTING. THE STORIES I AM BEING TOLD IS DIFFERENT AND I AM TO THE POINT TO REPORT THIS ON EVERY POSSIBL PLATFORM!!! I WANT MY MONEY BACK !! I WANT THE DUPLICATE TRANSACTIONS REFUNDED TO MY ACCOUNT WITHIN 48 HOURS AS I HAVE BEEN GIVING ENOUGH TIME!!! I REQUEST FEEDBACK REGARDING THE DELIVERY OF MY BANK CARD, AND THE SAVINGS CARD I HAVE REQUESTED FOR MY DAUGHTER. I REQUEST THE CASE TO BE RESOLVED AND CONCLUDED AS MONEY CONTINOUSLY GETS TAKEN FROM MY ACCOUNT AND I AM NOW FED UP WITH THIS!!! I WAIT TIMEFRAMES AND STILL AFTER EXTENDED TIME THIS IS NOT MET!! FNB CASE NO ***.

I AM DISGUSTED AND WILL NOT EVER RECOMMEND ANYONE TO FNB AS THE SERVICE IS PATHETIC AND NOT CLOSE TO STANDARD. NOT EVEN MENTIONING BEING SUPPOSED TO BE HAVING A PERSONAL BANKER IF YOU ARE A PREMIER ACCOUNT HOLDER!!! ☹ I DO NOT EXPECTED TO BE CONTACTED TO EXPLAIN MY COMPLAINT AS THIS IS WHAT I AM DOING NOW. I WANT TO BE CONTACTED WITH REGARDS TO THE OUTCOME OF THE SITUATION.

IF NO RESPONSE ON THIS RECEIVED, I WILL HAVE NO OTHER ALTERNATIVE THAN TO REPORT THIS TO A 3RD PARTY AND THE OMBUDSMAN.

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