Poor customer service, ill equipped employees who do not care about customers

I am extremely dissatisfied with the level of service I have received with regards to my credit card. I app**** for my credit card on 23/03/2018 for which I received a quotation and had a telephonic conversation with Ntombikayise to complete the purchase. On the 6th of April I received an sms from FNB informing me of my account balance andthe minimum amount payable is. I made a payments on the card on 04/03/2018 and again on 13/04/2018. I was under the impression that I was paying the debt off in advance.

To my surprise, on 03/05/2018 I was debited an amount of R5014.09. I called customer service and was informed that the reason for this is because I had requested at sales stage to become a full payer. I spoke to Puseletso (ref: RW ********** 5779) who informed me that there was nothing they could do to assist me, the only assistance she could offer was to change the payment arrangement for next month. I protested and informed her I could not have made this arrangement as the credit limit is higher than my salary, she informed me that she could not assist and that I would need to send an email to ********** to request a copy of the sales call. Which I did, I have not yet had a response. I was also informed that the credit card customer service cannot request sales calls for me, I would need to call the sales department to request the calls for myself.

I then called sales and spoke to Nthabiseng (ref: RT ********** 06273), she informed me that she has escalated the request for the sales calls and that they would be sent to my nearest branch within 24 to 48 hours. In an attempt to be prudent, I called to follow up on the 4th, I spoke to Brandoline (ref: RN ********** 7228), initially she informed me that there was no request for calls and that she does not have the ability to check on the progress of my request. Thereafter she informed me that the request had been sent and I would receive the calls within 24 to 48 hours.

On Monday 07/05/2018 at around 10:00 I called again, I spoke to Rukshana who transferred me to the supervisor Sumaya, Sumaya informed me that she would send an urgent request for the sales calls to be sent to me and will try to get them to me by COB. I did not receive a call, I called back just after 16:30 and spoke to Kagiso (ref: ********** 148312). Kagiso informed me that Sumaya had not sent the request for the calls, he said he would send an email for her to attend to me first thing in the morning today (08/05/2018).

Today I called at 09:00 to follow up with Sumaya. I spoke to Ellen (ref:RH ********** 14897), Ellen again informed me that Sumaya had not sent the request and that Sumaya was not on duty today. She promised me that she would get an unnamed team leader to assist me. I have not received a call from them as yet.

I am very unhappy with the service I have received thus far, firstly I stated that I did not agree to being a full payer on my credit card, this does not make sense as I have one source of income which is far lower than my credit limit, I have not declared any other source of income. This option should not even be offered to me in the first place! I informed the consultants of this, they then refused to assist me and put the onus on me, as the client to disprove this. I got a copy of the quotation which was sent to me, they informed me this was insufficient and that I would need to get the sales calls for myself. I accepted this in order to clear my name but all I am getting is a run around and every single one of your employees is passing the buck and is not assisting me. In the interim, I have a debit order that has returned unpaid, I have incurred bank charges for this and my credit record which I am working hard to build up has been tarnished. I do not know who else I can contact with regards to this. I have tried to be civil but this has yielded no results.

I think the level of service delivered by your consultants is extremely poor, they do not seem to know which avenues a client can use to get assistance nor do they seem to care. The staff also seem ill equipped to assist clients, they do not know any of the processes, nor do they seem interested in learning them. All they can do is inform you as the client to try and help yourself, which in my experience, means that the customer gets no help at all. None of them even provided me with an email address for complaints, I had to get it from a friend who I had complained to.