Poor customer service

I've been trying to get help from the FNB's contact center without any luck. and left wondering if they have a quality assurance (QA) department.

The problem I have is with a credit card account that was settled and canceled sometime in March 2023. To this date, I still have that account showing as a running account on my credit bureau reports. With an owing balance, although it has been paid up close to a year now.

The first consultant that took my call when I dialed them on +*** on the 29th of February 2024 at 16:42 advised me that I needed to deal with their debt review department (although I stated to him that my account has never been in arrears or handed over to their collections team). He still believed that I should speak to them and he provided their number before he could transfer my call. I couldn't get help as their hours run between 8 am and 4 pm.

1st of March 2024 at 10:24, I decided to call the number *** that was provided to me the previous day. The agent assured me that my account had never been handed over to their department, that being the debt review department, therefore, she was unable to assist me. I was given their credit card division number +***, which was the first number that I dialed on the previous day. I was asked to stay on the line, and I later got transferred without being told that I was being transferred to another department. I probably stayed on that line for 30 minutes, not getting through to anyone. I eventually ended the call.

I had to call the credit department again +*** at 10:54, explained my story, and the agent decided to transfer my call without telling me that I was being transferred. The next person had to ask me for my details, although I had already gone through the authentication process with the previous agent.

She, too, was surprised as she could see that the call was just transferred without any introduction by her colleague. I thought I had finally found help. However, she also couldn't assist me as my account didn't reside in her portfolio and confirmed that my account had already been deleted on their systems, and she couldn't see any owing amounts therefore she could not assist.

She advised that I should send an email to their legal team. I gave her my email address so that she could send me the details of their legal department. She promised to send me the details via email. I still have not received any email from her.

All of the calls I made to the various numbers were made from this cell phone number ***

I demand that their QA team should trace these calls and check the bad telephone etiquette and the poor service I received from the respective agents