Rude Telephone Operator at KYC Department

Good Morning

I opened my FNB account last week at the Hatfield Branch in Pretoria. I submitted all the necessary documents (proof that I am a student, proof of residence and ID). I received a SMS from FNB stating that I have not submitted my certified proof of address and that a hold has been placed on my account.

Although I already submitted my documentation at the FNB branch (which they clearly did not capture correctly), I send the documents through to ********** on Monday morning. I phoned the KYC department on ********** 299 on Monday afternoon to confirm that the documents were correct. The lady assured me that she received the documents and that the hold will be removed from my account on Monday afternoon or early Tuesday morning.

On Tuesday morning (today) I phoned the KYC department again to confirm whether the hold has been removed from my account. The lady I spoke to was really rude and as a new FNB customer, I do not appreciate being treated in a rude way. I asked the lady to speak to someone else because she clearly did not want to help me, she placed me on hold and after 2 minutes I ended the call (while I was still on hold). I then phoned the KYC department again and spoke to another lady that helped me so much and assured me that the hold was removed from my account.

I would suggest that you listen to the recording of our discussion over the phone. I would also like an apology from the lady as well as FNB for all the inconvenience caused.