Refund MY money

<p>Absolutely putrid service from both Branch and Call centre. I had a double deduction on one of my payments via EFT. Contacted the merchant who is only able to do cancellations in 3 months time, contacted my bank who is supposed to be able to reverse a payment. walked into the Lenasia Branch and spoke to Haseenah, who didn't know what form to fill in, contacted the Telephone banking department, made me fill in a form, and attached my Bank Statement, on the form it indicates that documentation of proof of communication is required, The consultanat said it was not neccesary. one week later, phoned the call centre, spoke to a gentleman who said i needed to wait for day 7 of the 5-7 business days, i was on day 7 that i called him. waited an extra day. spoke to another lady who was so rude and abrubt, i didnt even bother arguing with the ape like woman who had no interest in helping me. then contacted Sharon Vuyeka who sounded as if she had just started working at the call centre. put me on hold numerous times, and explained her the entire story. eventually after she went to speak to her supervisor, she came back to me indicating that i had not sent through the documentation. and if i send ti through, it will take an additional 5-7 working days as it is a new escalation. spoke to the supervisor, Arthur Taylor, who said that i need to resend my form through as the first one can't be picked up with the reference number i gave, or at least imp**** it, i explained that by me resending it would create a new reference number which would put my query at the back of the queue, and another waiting period would be required, FNB would then be able to close my initial query and conform with their service levels, which is absolutely ********** service. i am truly and utterly appalled at the service so ********ly given to FNB customers. </p> <p> </p> <p>After i had finished spoken to Arthur, he did not put me on hold, but rather put the headset down and told Sharone what to do, i overheard the entire conversation, Sharone sat down, and soon realised i was not on hold, i kept quiet and heard her and her friend laughing in the background as she realised i was not on hold and decided to just put me through to hold. </p> <p> </p> <p>Problems that need to be resolved:</p> <p>1. Teach your Branch Staff what form is required for what</p> <p>2. teach your Branch staff which ticket should go to which person(i was initially sent to general enquiries, and the lady even asked me why i was sent to her)</p> <p>3. Teach your staff proper phone ettiquette, yes there is a way of how to do it, take your staff back to training to teach them how to handle customers</p> <p>4. Teach your consultants to keep to their word (I am still waiting for Sharone's supervisor to Phone or Email me the reference number for the escalation that she supposedly did)</p> <p>5. Give me my money back so i can switch banks as soon as possible and close this account. </p>