Shocking service at FNB

My email to FNB about their shocking service and lack of concern for clients: Hi Mr Radebe, I was in your office briefly this morning & you will have noted that I was fuming at the fact that clients in the Forex section of your branch were not adequately informed about your inability to provide certain services. I cannot accept that an sms message to clients of your branch was sufficient notice of the fact that you would not be doing certain foreign exchange transactions. Surely you must have many “walk-in” customers whose accounts are with other branches? I would have thought that there could at least have been a notice displayed in the forex banking hall or a staff member who could have told people that not all services could be provided. Instead there were many clients ( like myself ) who had to stand in a queue for more than an hour quite unnecessarily, as it turned out. I sincerely hope that the revamped forex section of your bank will include seats for the patient clients who always seem to have excessively long waits before being served. The situation was made even worse by the fact that there were only two tellers who had to serve all the waiting clients. I have on previous occasions also had to queue for long periods in that section because of the lack of adequate staffing – there were enough staff members who were in & out of the place, but not in the teller seats. I’m sure those staff members could see that there was demand for more tellers to assist the patient clients waiting to be served. Unfortunately my experiences with FNB in general have taught me that “ How can we help you?” is just a saying for advertising & is not something that is actively followed by your staff. My bad experiences with FNB go beyond what I have referred to above. They start with the false promises made by your so-called sales agents who go out soliciting new clients & make promises that are not fulfilled once you have opened your account. This was my experience when I was promised there will be no bank charges if more than a certain amount was deposited into my account every month. My monthly pension payments have exceeded the amount quoted, but the charges just kept coming!! Likewise, I was promised an overdraft facility equal to what I had with my previous bank, but once the account had been opened, I was granted a lower overdraft facility & nobody would listen to my arguments. Although my account is with your Kempton Park branch, I’m sure you have access to my profile so that you can verify my aforegoing statements. The account number is ********** 2685. I have had equal dissatisfaction with certain things on my credit card , which I’ve had for many years with an unblemished record. I mention this simply because it seems that FNB are not interested in the smaller client such as me. I have yet to receive any response ( telephonic or in writing ) to issues I’ve raised with your bank & your credit card division. This lack of interest in the smaller client & the treatment I received today clearly seem to be the way FNB operates. If anyone from your organisation wishes to take the time to discuss these issues with me, I can be contacted on ********** . This message will also be posted on the “Hello Peter” website. Your dissatisfied client, Shen Reid

Their excuse for response written in shocking English:

Good Morning: Mr Shen

I would like to first start by acknowledging the email and apologise for the bad service received from Greenstone Branch . I can assure you that we have your best interest at hard and will always go an extra mile to see that your complaint is noted and taken to consideration. I can assure you that the new branch ,after the revamp will have ample space where customers will be seated while waiting to be served by the tellers.

At FNB Greenstone Branch, we strive to put our customer first at all times.

With regards to the charges, Overdraft and credit Card you can contact ort team of Premier Bankers on ********** or use our baking app to chat to a team bankers or visit the nearest branch to address the issue that you clarify below with our friendly consultants .

I hope the above address your issues.

Regards

Innocent Radebe