Shocking Service from Wiseman Ngcobo at FNB (business account manager)

Good Day

We've recently had a challenge with our business account, the account was unfortunately deactivated. There was no communication from the bank that this was going to occur (at least on the communication methods like email, how I usually get communication about our account). There was some FOREX that was transferred to our account which had to be returned because of the inactive account, that is how we found out our account was deactivated.

I then took up this matter at a FNB branch, they informed us that our account was deactivated because of the account not being active and that I should contact our business account manager by the name of Wiseman Ngcobo. I immediately made contact with Wiseman as this was an urgent matter for as we were now expecting funds into the account.

Wiseman advised that I need to send him an email which included our company information and proof of the funds being deposited, he would then review and give authorisation for the branch to activate the account upon receiving the information. The original email was sent through to Wiseman on the 18th June 2018 with all the required information. I then called Wiseman on the 19th June 2018 to follow up on the action, he stated that he did not receive an email from me. I then resent another email on the 19th June 2018 at about 2pm. There was no action or feedback form that communication.

On the 28th June 2018 my business partner and I then went to a FNB branch (Parktown - Joburg) in order to get assistance. We were assisted by a really professional lady (Charmaine) who informed us that we actually need to communicate with Wiseman to sort out the matter, she immediately called him at about 15:30 on his mobile number and I then started talking to Wiseman.

Wiseman was extremely rude and not helpful in getting to a resolution, he was simply telling me about a "bank process" and that he could not do anything further on reactivating our account until we pay R1900, which I explained again to him post the emails sent through on how we were planning to settle the amount due including sending him all the proof he required. While talking to him he told me he has other customers to attend and he no longer has time to talk to me. I insisted on escalating the matter to his line manager and he was refusing to provide me with his line managers details, after insisting he then gave me a name (Mitch Kirkby) and refused to give me his email address which I wanted.

While talking to Wiseman he then hung-up the phone on me (I was using Charmain's phone directly from the branch at Parktown). I immediately informed the bank staff at Parktown that Wiseman had refused to assist further and hung-up the line on me. Charmaine recommended I go and see the branch manager in Kempton Park where the account is held so I can raise all the above issues with the branch manager.

I find Wiseman's service absolutely shocking and very rude as I had to tell him a few times that I'm a customer and he shouldn't be raising his voice to me while trying to sort out a rather important matter for us. This is by far the worst service I've ever received from FNB after banking with FNB since I was old enough to open a bank account, this is not the kind of service I expect from a bank that I've got multiple bank accounts with including personal bank accounts.

Wiseman should not be the person dealing with customers, especially business banking accounts. I require full action to be taken against Wiseman including getting someone else to assist with our matter with our account, I definitely do not want to be dealing with Wiseman as I don't trust he has our best interests and is extremely rude.

Looking forward to your feedback and action that will be taken to resolve the matter.