Pathetic service, no feedback, no help whatsoever!!!

I am a fairly new customer to FNB. I've been banking with Standard Bank since 2000. Around March/April this year I decided to open a Savings account with FNB to try out their service as I had been toying with the idea of switching my salary over.

I then app**** for a Credit card and all went well, until I app**** for a credit limit increase. The credit limit that I was approved for and that I signed for wasn't the credit limit that it was increased to. I emailed FNB on the 10th of October to query this. I then sent a follow-up on the 11th, as I am accustomed to receiving acknowledgement of my query within 24 hours, which I did not get. I once again emailed on the 15th of October, this time very disappointed as I never expected sub-standard service from FNB. I received the below reply with a standard response. Seemingly to just appease me. ...

From: ********** ********** Sent: Monday, October 15, 2018 6:42 AM To: ********** Subject: RE: FW: Your FNB Application SI************* [REF: ********** 5_ ********** 45]

Dear Customer,

We acknowledge the receipt of your e-mail and confirm that our Servicing department is attending to your request. Your reference number for this case is contained in the subject field above. Kindly quote the above mentioned reference number when replying to this enquiry or when doing a follow-up.

Kind regards, Customer Service Operation Team This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer.

I sent a follow-up email on the 18th of October. More than a week since my first email was sent, and no response apart from a standard template used to create the impression that something is being done. No surprise that there was no response to this follow-up either.

This morning I sent another email, after an unbelievable 12 days going by without resolution or a proper response.

It's no wonder that just today alone, there are 7 new complaints logged on Hello Peter. All addressed with the same stupid standard responses, because FNB "cares" enough to personalize the customers' experience.

FNB - "How can we help you?" ... Err, how about responding to my query timeously? How about me, your customer, not having to chase after you for a reply? How about resolving my query?

After this experience, I must say I'm expecting to get another standard reply (which is really going to tick me off - @ "Client Experience Team" and "Complaints Resolution" ). I also expect for absolutely nothing further to happen and to eventually close my accounts with FNB.

Really very disappointed and extremely unhappy with the pathetic service I've received!!!