Shocking Customer Service at FNB Cresta

As a small business owner I use fnb for my banking as they are referred to as no.1 SME bank. With the account I have, I am also allowed to do free deposits at the ATM.

Today I had a shocking experience that words cannot sum up.

As a small business, we deal with cash every now and then which requires deposits into my business account. I usually go into the bank with the small notes and swap them for larger notes to deposit at the ATM, i've done this at karaglen fnb on a few occasions and the tellers are always so friendly and helpful.

Today, my first time at cresta FNB. I needed to swap notes to make the deposit at the ATM easier for me. Firstly I received the most rude behavior from the teller, Ethan, who was completely reluctant to assist me saying he doesn't have enough notes, he then asked a different teller if she had the notes available, she did have enough and could assist. Ethan then said he had to call his manager to get approval on it . And to my surprise Werner, the operations manager said no he cannot assist us at all not even for a smaller amount. Given that I have done this many times at the Karaglen branch, I requested that Werner come to see me directly so we can discuss this further.

Ethan also went on to say that Karaglen being a small branch probably assists me because they would like to meet their client services requirements. And it is *****ulent and people can lose their jobs when they get audited. Which I believe is so unprofessional, all FNB's are one and no employee should feel entitled to bad mouth other branches.

Werner entered the little teller room and very rudely told me that it is not possible because the bank deems this process to be "washing" and "cleaning" money and it is not allowed. Also that they didn't even have the notes to assist, which we all knew wasn't true. He then called in the branch manager Casper, who was even more rude than his staff and also joined my wife and I in the tiny room. All Casper could tell me is this is not possible and he doesn't know how the Karaglen branch does it as this is a rule that comes from "higher ups" in the bank and it's not allowed. He gave us no further explanation and offered no other help, instead he abruptly gave me two options at the bank of either depositing the money at the teller and paying R2.35 per note (which isn't even the correct amount for the deposits), or I can stand outside in the open by the ATM and deposit my small notes in over 10 transactions.

Here I was, in this tiny room with both Operations manager and Branch Manager who had basically cornered me and made me feel completely intimidated, like my business and my money wasn't good enough for their bank. I left there feeling like depositing my money into my own account is a ******** activity. This experience has made me question how FNB really values their small business and clients.

I don't know if it was the colour of my skin or the way I dressed that made these individuals treat me like a ********. I am utterly shocked at their lack of customer relations and communication. At this point I would like to terminate all services with FNB, this is a disgusting way to treat people and totally unacceptable customer service.

Another lady at a different branch was kind enough to explain to me that policies have changed in the past year and they no longer change cash due to the safety implications involoved, which could have been easily communicated from Werner or Casper instead they concluded that i was not worth the explanation and my money was too unclean for them to deal with it.

Please can someone contact me to cancel my business account as I will be happy to move over to another bank.