Poor service and a clear lack of care and consideration for clients

On the 29th of September 2023, I was the victim of bank *****. However, ever since reporting this, I have been disappointed by the service I have received, or should I say, not received.

It has been 21 business days and I have not heard anything from FNB regarding this. But, you know what FNB has the time to contact me about? Funeral cover, or offering other additional services. I find this appalling as it shows a lack of care and consideration for your clients. Why would I be interested in any other services when I was ****** of my money and don't have financial means at this moment.

When I try to call the ***** department for any update, I am kept on hold for upwards of twenty minutes, then my airtime runs out. Furthermore, FNB plays a very misleading prompt that only further infuriates me as a customer.

"Did you know a convenient way exists of following up on your ***** case?... Simply log into your FNB banking app, and access a secure chat and a banker will get back to you"

Funny thing is, when I follow that prompt I am surprised to see that I do not have this feature. So, not only did I hang up on the call I had been holding for to try this "convenient" way, but I also found that this was not available to me. Perhaps FNB should specify that only premier/private clients are afforded this luxury to avoid FURTHER disappointment.

Once through to an FNB agent, I am told that my case has exceeded the turn around time and that the agent will push my case off to admin for urgent review. So, basically, if I hadn't gotten through to an agent today, my case probably would've continued to sit with no investigation.