Poor service

<p>It all started two weeks ago when I visited the FNB Branch at Willowbridge. </p> <p>I wanted to close ALL my accounts with FNB </p> <p> </p> <p>They advised me that they could only close my Savings Pocket at that time. I also wanted to close my Cheque account and my Credit card. I also have an up-to-date evolving loan account linked to my Premier Cheque account. They could not help me any further in the branch over the weekend as the Revolving loans department does not operate on weekends. Therefore, I already wasted 2 hours sitting in the branch for closing a stupid Savings Pocket, which I could have probably done over the phone.</p> <p> </p> <p>They gave me the following numbers to call:</p> <p> ********** - for RCP, to close the revolving account. </p> <p> ********** - FNB Premier, speak to a banker to close my cheque account. </p> <p> ********** - To close my Credit card. </p> <p> </p> <p>Firstly, I think it is ridiculous that you have to call three different departments just to close all my accounts. All these accounts have no outstanding balances and you charge me service fees for every day you keep them open. So now, you are busy *****ing money from me. </p> <p> </p> <p>Anyway, I Called the RCP number (first number they gave me) and guess what, that number does not exist anymore. Big surprise. The agent that helped me in the branch was very friendly, but clearly clueless.</p> <p>I then called the FNB Premier number to speak to a “PRIVATE BANKER” (clueless call centre agent) and spoke to Thotola (not sure about the spelling of his name), he told me I have to speak to the retentions department after which he offered to transfer me directly through to them. Guess what, the call just cut. I mean by this time I am really ****ed. </p> <p>Then I decided, let me just call the complaints department because I know out of experience that these people are usually more clued up with processes and can sort a person out. I spoke to a lovely person, I cannot remember her name, she advised me that the Premier number was indeed the correct number to have called and they should be able to assist me with all my needs. I mean I pay you R199 per month to be a “PREMIER” client, you should be able to help me right? </p> <p>She said, never the less, she will log a complaint for me, she advised that I will get a reference number sent to me via email as well as a rating for her service. </p> <p>I received the email with reference ********** for the complaint as well as her rating. </p> <p>I rep**** with a rating of 10/10 for her service, as she was very friendly; however, I added to the email that I was not happy with the rest of the call centre. I don’t believe I should penalise her by giving her a low rating for the mess made by the other two people I dealt with.</p> <p>My response to the rating was sent on 8/5/2017. Till this day, 15/5/2017, and not a single word from FNB yet. I mean *** is going on there? Did you get my rating of 10 in the subject line and just mark it as done or what? </p> <p>Please have a Manager call me to assist me to close all my accounts. I truly believe that nobody knows what to do in your company. The one department does not know what the other is going or even supposed to do. </p> <p>All your calls are recorded. If you don’t believe me, go listen to those calls before you call me. I also sent an email to ********** on 8/5/2017 and ****ol response on that either.</p> <p>Very fed-up unhappy client. </p> <p>Phillip Nel</p> <p> </p> <p> </p>