Poor and Questionable Service

I called FNB ***** department on Thursday evening on the 2 November 2017 to report a matter regarding a ********** account i had made a payment of R5000.00 into. I spoke to Tshepo who at that point assisted me and advised me that he has put a hold on that specific account i reported as **********, he then advised me to go to the police station, open a case and get a case number and with the case number i must send through all the supporting documents which confirmed the reason for my call to ********** He then advised the sooner I send the documents and open a case the better and i would get feedback within 24/48 hours, I did exactly as per the instruction I got from Tshepo who also mentioned that as soon as I send the supporting documents as mentioned above an FNB investigator will contact me which to this day that NEVER happened, yet i sent all the supporting documents the very next day on the 3rd November 2017! Further to that FNB ***** focus has an automated response which states the following: Dear Valued Customer,

We acknowledge receipt of your e-mail and will respond to you within 24 hours. Emails are attended to between the hours of 8am and 4:30pm, Mondays to Fridays (Excluding public holidays)

Should you require urgent assistance after hours, please contact **********

For efficient service please ensure that you have provided the following information:-

• Account number of complainant • Suspected ********** account details • SAPS case details • Affidavit • Supporting documents (proof of payment)

the above is a JOKE and a LIE because i never got any response within that specified time frame and the "efficient" service is very much questionable at this point in time. I then sent a follow up email on the 9th November 2017 regarding the reported matter seeing that its way past 48 hours and no word from FNB, i then got an email from Leoni T****ie (***** manager) on the 12 November 2017 who mentioned i the email FNB is assisting the relevant South African authorities to urgently address the matter and bring it to finality. The annoying thing is that the ONLY form of communication is via email as theres no contact number to actually speak to someone who can give feedback which to me that is just pathetic. I then sent another email on the 17th November 2017 requesting that i get given an indication on how long will it take for the matter to be resolved let alone for the investigator to contact me as i was told he/she would contact me. I got a response again from Leoni T****ie who advised that they cant comment on the time-frame on how long the matter will take, now my thing is when i spoke to one of the team leaders in the ***** department who then advised that it would take 7 to 21 days for one to be given an indication regarding the matter. It's the 4 December 2017 still no communication from FNB yet the automated reply states that in 48 hours one will be assisted, If I don’t do a follow up FNB will NEVER give feedback let alone send a courtesy sms stating that they working on the matter, i mean this case is as important as any other ********** cases that FNB has to deal and/or has dealt with. I’m not asking for the ********** address, I’m not asking for any details regarding this account all I’m asking for is heads up regarding being refunded and whether FNB is doing something about the number of people who submitted their documents to their banks and FNB regarding this very same matter I reported???? I must really say though that FNB is not at all sympathizing with their customers yet it’s slogan says “ How can we Help you”, the so called “ service” you are providing to customers is very very very poor. I wouldn't be surprised if this case takes 2 years to be resolved with the rate that you going at.