Poor service experience

I recently contacted FNB Business Banking and was assisted by a female consultant named Thabo. Unfortunately, the experience was disappointing and unprofessional.

During the call, Thabo sounded disinterested in assisting me and at times appeared misinformed. At one point, she insisted: “may I have the account number of the business, that is what I’ve been asking for.” This was incorrect, as she had initially requested that I confirm either my ID or account number. At the time of the call, I did not have these details available, yet her manner of communication made it seem as though I was at fault.

When I asked for her name, she gave it in a very soft and dismissive tone, sounding annoyed by the interaction. Her attitude came across as subtly rude and unhelpful, leaving me with the impression that she was unhappy to be at work and unwilling to assist clients properly.

When I confronted Thabo about her behaviour during the call, she had the audacity to tell me that my perception was based on the fact that she was not laughing during the call and was “just being professional.” This response is puzzling, as professionalism does not require laughing with a client, but rather respectful, clear, and helpful communication.

As a client, I expect professionalism, clarity, and respect when engaging with FNB staff. This experience fell short of those standards. I strongly request that somebody in higher management pull the recording of this call, listen to it, and provide me with feedback.