Poor Communications & Poor Service

On Tuesday 28 Aug I was at work and received a message from FNB that my card has been used at a PnP in Rosemead for just over R2000. Immediately I got onto the phone with FNB, after being on hold for about 20min, explaining my story to 4 different people and over R100 airtime later, Ettiene (the guy who assisted me) sent me a document to complete for my ***** claim. Paper completed and sent off to the FNB email address stated at the bottom of that page...WHAT CAN GO WRONG??

Two days later (30/8) another lady calls me to confirm she received my paperwork, but not sure why I sent it to their department, as she's situated on some Island and she can't help me? She gives me a new email address which I must use, so very confused, I forward my papers to the new email address.

Another 5 days goes by (4/9), a week later from my initial call, and I phone FNB ***** Line to follow up on my case. What do they tell me? I completed the incorrect paper, so I should fill in the CORRECT paper and send it to yet ANOTHER email address. So now obviously my blood is starting to boil....I complete the CORRECT papers, email it yet AGAIN and now I wait....

Friday (7/9) I phone FNB, and wait for it! Here comes the biggy! Hold on to your seats (and if you are not sitting, I suggest you grab something to sit on) - "SORRY WE DON'T HAVE ANY DATA OF YOUR CASE ONLINE, WE THINK YOU SENT IT TO THE WRONG EMAIL ADDRESS"!!!!!!

Seriously FNB, what is SO difficult? Can someone please make you an EXCEL Sheet with all the correct people to contact and their details because this is serious ****ty service that I did NOT expect from you!!!! Luckily for FNB, I eventually dealt with two lovely ladies - Carmen & Mpho (who can only apologise so much for everyone's ****ty service) who went out of their way to get my case started - thanks ladies! I am so disappointed that I moved to FNB when I am treated this way!! I expect someone to contact me AND to respond to this case as a matter of urgency!!!!