Poor Customer Service Experience – Call Disconnected Abruptly

Dear FNB Customer Service, I am writing to express my disappointment with the service I received during a recent phone interaction on 05 November 2025. I received a call from an FNB employee and initially spoke with a very helpful consultant named Promise Kekana, who assisted me in successfully opening an account over the phone. Afterward, I requested to be transferred to a team that could help me navigate the FNB app as I’m a fairly new to FNB especially the use of the app. The next female consultant I spoke with over the phone at approximately 11:50 informed me that I would need to visit a branch for that. When I asked to be transferred to someone or a department who could further assist me, she pretended to do so but abruptly hung up the phone instead. I found this unprofessional and discourteous, especially after such a positive start with Ms. Kekana. I would appreciate it if this matter could be investigated and if feedback or corrective action could be taken to improve service quality. Please let me know how I can receive the necessary assistance with navigating the app, as requested.