Shocking Service - FNB Private Banker

Below is an email i sent to FNB about my discontent from FNB Private Banker Service. i received a reply today from Londo Netshilema - Support Banker 3rd Floor, Block 10, Inanda Greens Office Park, Sandton Tel:*** & Tel:+***1 to wait for 2 working days, not from the Manager ***.

Have you ever dealt with the FNB Private Banker *** and her Manager Oscar, please advise your experience on this platform. I am not sure if though the Manager will follow upon why events happened as below, i don't think they care!!

Good Day

Please can you contact me in regard to the lack of service from my personal banker on copy. (My contact details are *** OR via email address) Please refer my query to another Senior Manager if you are not able to attend to my email.

This email is in regard and failure to get hold of my private banker and response on time. It is several times on private clients number (always on voicemail), whatsapp / sms. It is a huge and disturbing concern in terms of reliability, when i am overseas and need her assistance, i will be stuck (Post COVID19).

What upsets me the most is that there is a lack of treating my requests as urgent, (Guess FNB is an entity with no repercussion for non-delivery of satisfactory service to clients. There is no following up on my requests, until they are resolved and final feedback from her. This email is in particular to an urgent request to my private banker, 2 days before the Country’s official covid19 21 day shut down. (I can forward you the whatsapp conversations, where she provides me with a number that did not work, where she provides me with a number that is not working, and after informing her of these challenges, she further request me to phone her in regard to my query. As my banker i expect her to use her initiative and take responsibility, perhaps get someone from private suite to resolve my query, follow up, then phone / whatsapp / email me to ensure query has been resolved. I requested her to provide me with her Manager’s details, unprofessionally she concealed the information (Guess Manager’s details cannot be given to clients for escalations. only informed me that her Manager will contact me, sadly no FNB Management / Leadership contacted me.

( I continue to be amazed by this attitude of private bankers, it’s as if they have been trained to ignore certain ‘type’ of clients. It is one day going to be to their detriment, as the world is changing very fast and so do customer’s needs. They will lose clients to other banks, other pop-up Fintech trusted businesses or to same bank, but cheaper product offerings or even lose salaries eventually)

( I had to leave my work, physically go to Menlyn Pretoria Branch, stand 2 hours on the bank phone, they have 1-booth, for a service suite assistant to assist me on the phone, a nightmare for anyone with a private banker to go through)

Please can Alan Pullinger me or someone tell me why am i paying so much monthly fees, for no-service / stressfully delivered service. (look at this long email above) – (R399.00 X 12 Months = R4788.00/year)