Poor forex service

<p>I must complain about your online forex ordering service. I don't see the point of having a service that is supposed to make our lives easier when in fact, it has wasted hours of my time. In the last year, I have order forex online for collection at your Sandton City branch 3 times and not once was it ready for collection. The 1st time I had ordered cash and a cash passport. When I showed up at the indicated time. It was not there and I had to return the next day to collect it, unacceptable! The 2nd time, I had ordered only cash but had very specific denominations that I required which I had indicated in the special instructions section. When arriving at the branch, my order had not been received and they had to look it up on my bank account to try and find my order and see with how much my account had been debited for the order. Of course, I didn't get the denominations I had stipulated as they didn't have my order instruction sheet and I also didn't think to bring it with as I expected my instructions to have been recorded and implemented in accordance with my online order where everything was noted. On 14 Feb 17, I had placed an order for cash and another for a cash passport for collection yesterday morning. When I arrived at the branch, the 2 tellers were open and they were already helping people at the counters. There were only two other persons in the queue in front of me (initially only 1 but I let a foreign gentleman who was in a hurry to catch a plane in front of me). I had a 40 minute wait (that was how long it took them to help a customer who was already being helped at the counter when I arrived - thus it probably at least 40 minutes to help just one customer). When giving my passport to the teller advising I was collecting my order, he went through the pile of orders he had and I could clearly see mine was not there as he then started asking me what the amount was and if my account was debited and then did a search on my account and I had to show him the sms on my phone which showed my account had been debited. In addition, a lady had phoned me to remind me to take my documents with when collecting the forex at the indicated time, thus my order was obviously received somewhere. It took 20 minutes then at the counter to eventually get my forex. That is an hour I spent waiting. People who arrived long after me was out of there before me as they did not have to wait around for the teller to try and track down their order. I have several complaints: 1. Why is it that the orders are never received and never ready for collection? Your system is not saving me time and is obviously not working. It should not take an hour to collect an order placed 4 days before. Taking into account the time spent online to place the order plus then the waiting time for the order that was never put through, it would have been faster for me to be a walk in at foreign exchange bureau at another bank. 2. Orders received should be prepared before the bank opens and collection (how difficult can it be to put the required forex in an envelope with the client's name) and then just counted and handed over to the client on collection but then I don't suppose it can be done if orders aren't actually sent through. 3. There should be an express line for persons who placed orders beforehand that is only for collection. 4. Why is it that your system (to make it easier as well) has the facility for us to upload the required documents for the forex order, yet you still have to take it with when you collect your forex? 5. Check your online system. I have previously tried inserting a collection time which is within the minimum and maximum time limit but then the system tells me that time is not available. Eventually, I then do get a time but it is always after a few tries of different times.</p> <p> </p> <p>I have not seen at all how ordering forex online has saved me time or is easier, quite the contrary actually.</p> <p>It feels like FNB's service level has plummeted over the last year. Not only in this regard but in general. Especially since private banker queries are sent to a central box and not directly to my private banker anymore. I don't see the purpose of having a private banker if my queries just goes and sits in a central email box and don't get answered.</p>