Sad and frustrated client

I am writing to formally lodge a complaint regarding the ongoing poor service I have experienced with FNB Sandton City branch and the courier service associated with my card delivery.

I have endured repeated inconveniences relating to service delivery, and I am extremely disappointed by how I have been treated. On more than one occasion, staff have interacted with me in a robotic and dismissive manner, rather than treating me as a valued client and a human being.

This is now the second time I have struggled to have my card delivered to the correct address. I specifically requested, as I always do, that my card be delivered to my work address, as I am unable to travel during office hours to collect a card from the Sandton City branch. Despite clearly communicating this request and asking for the issue to be rectified, it was never done. Instead, my card was sent to the branch without my consent, where it remains uncollected.

I was then advised to order another card at my own cost, despite the error not being mine. The only response I received was an apology, which is insufficient given the inconvenience caused.

As a result of this issue, my temporary card expired. Yesterday, I made a PayShap transfer, and to date, the funds have still not reflected in my other account, which is fully functional. This has further disrupted my finances. To make matters worse, I am unable to contact the branch directly, as customers are not allowed to call branches, leaving me with no immediate assistance.

I am a paying client who is charged monthly fees, yet when errors occur on the bank’s side, I am the one who suffers the consequences. This treatment makes me feel undervalued and disregarded.

Frankly, this experience has led me to question why I am paying higher banking fees when other banks with lower charges provide far more efficient, convenient, and respectful service. Unfortunately, FNB Sandton City, together with your courier service, has treated me extremely poorly.