SERVICE

<p>Dear Sirs</p> <p>A week ago. We phoned the business number on the FNB website to request the name of our personal banker and to set up an appointment. We were told it was Mss Wendy Radebe, and they would get her to phone us to set up a time.</p> <p> </p> <p>Three working days later we had still not heard from her. So we phoned the Business number. We were given a number to phone where we could reach this person. The phone number was for the Sandton FNB branch who told us that this person has not worked for them for the last two years. We were then given another name and told that this person would definitely contact us. A day later, Octavia Ubisi did phone and ask what we wanted to see her about. We rep**** that we would like to find ways to consolidate our accounts and make sure that we are using the most cost-effective accounts and credit cards.</p> <p>Her reply shocked us. It went something like this. It is not necessary to see her and we don't need an appointment. We must just come into the bank and speak to any of the front office staff who would be able to give us all the information we need.</p> <p> </p> <p>We have been with First National Bank for over 30 years and have a Premier personal accounts plus credit cards. We also have a business account that has been with the bank for over 20 years.</p> <p>In point form, here are the answers that we would like to get from the bank.</p> <p> Why does the bank not know who our personal banker is and then give us the wrong name?</p> <p> Why did we have to make numerous phone calls to eventually track down our private banker?</p> <p>Did Mss Ubisi check out credentials before phoning us?</p> <p> If this is now the norm that you cannot get to see your personal banker?</p> <p>What is the criteria you would need to be able to talk to personal banker?</p> <p>Are FNB not wasting money on all the advertising they do about how much better and more service orientated they are than any of the other banks?</p> <p>Do they think we would be better off at another bank?</p> <p> </p> <p>Many thanks.</p> <p>Jo Horn</p>