ROUCHIN ESTERHUIZEN

As a non-FNB client trying to open an account, I had an extremely frustrating experience. I contacted FNB four times and spoke to four different agents, each of whom told me they couldn’t assist because I didn’t have the app, or that they couldn’t call me back as they were unable to make outgoing calls. The dismissive attitude of “I don’t care,” “do it yourself on the app,” or simply rushing me off the line felt very unprofessional—especially as I was genuinely considering moving to FNB after so many recommendations.

On my fifth and final attempt before turning to another bank, I was fortunate enough to be assisted by Rouchin Esterhuizen. From the start, he completely changed my perception of FNB and its customer service. He was friendly, polite, professional, and genuinely helpful. He patiently answered all my questions, explained the app, walked me through the eBucks program, and guided me step by step on becoming an FNB client. When the line dropped, he immediately called me back without hesitation—something none of the previous agents had offered to do.

Rouchin truly went the extra mile, displaying the kind of customer-first attitude that makes a world of difference. From one of the worst service experiences to one of the very best, he turned everything around. He should honestly be considered the face of customer service at FNB, and the rest of the team could learn a lot from his approach.

A big thank you to Rouchin for your dedication and for helping me open my FNB account. Keep up the excellent work—you make FNB proud!