Service failure

<p>On 04 March 2017 I went into your Bedforview branch to change my surname, upgrade my account and was offered a credit card. I was assisted by Lovedelia Mote who I rated quite highly because at the time my interaction was good but now I see it was just broken promises and I take my rating back and would like to re-rate as low as possible. 1. She promised to call me on Monday 06 March 2017 and that didnt happen 2. She left me with an expectation that everything was fine and then on 08 March I get an email asking me to submit additional docs 3. I specifically said "I live around the corner from the branch please select the opiotn for me to collect the cards" only to find out today when I am now following up and making sure my card is ready today that I have to wait another 5 working days because she decided to 3.1 select the courier option for my card 3.2 cancel the card altogether. I called FNB 5 times this morning to fix all these messes and I was almost charged for the card to be requested again which I refuse to pay for as this is your staff member's fault, I was promised a waiver so I will have to keep an eye on that. Come on FNB why did I have to do all of this phoning around 1st call I asked about cards and was told it was cancelled and the consultant would call me back which she did and meaning already by 8:52 on my day off I had spoken to FNB twice 3rd interaction I spoke to your new application department to find that the email I sent with my outstanding docs was not on system and I had to forward ny email to the consultant to avoid waiting until someone actually services me correctly expecially after the miscommitments 4th interaction I called the number given to me by the call centre for the Bedfordview branch to be told this is not their number and they do not take calls (so how do I then speak to Lovedelia's manager to ensure this is addressed? by using another weekend to go into a branch?) 5th interaction I had to re-request my card. This is alot of effort for someone who went into a branch and left with the expectation that everything is fine. I feel that Jacques Celliers your CEO needs to hear about this and my next step will be to contact him because none of your clients should have to spend 2 hours of theiir day fixing a mess made by someone in your organisation that is not what I expect from FNB</p>