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JN
Jaco N

1 reviews | Active since Mar 2009

12 Sept 2017, 16:11

Shocking service to a new customer

I accepted a bond quote from FNB that was worse than the offer from ABSA as I wanted to be an FNB customer... Why? - because media portray's them as being digitally savvy and technologically ahead of the competition.

Sadly me experience has been one of extreme frustration:

- Poor turnaround times for bond approval

- Once my cheque account was opened the "Growth Banker" (Robin Hendrickse) became unresponsive and unhelpful.

- 2 months waiting time for switching of debit order with me following up on multiple occasions.

- the FNB app is dissapointing and offers little more than the prehistoric one Nedbank uses.

- the "team of private bankers" is actually just another run of the mill inbound call centre that has a "please call/contact *** department with your query" answer for everything. My previous bank at least had an extremely efficient and helpful call centre.

So yes, I'm a millennial that expects great customer service for the fees I pay and a bank which "responds" and corrects their mistakes... Let's see if FNB let's me down again.

0
Replies (4)
FNB (First National Bank)
FNB (First National Bank)'s reply12 Sept 2017, 16:23
Official

Good Day,

We truly regret taking note of your experience and the frustration this has caused thank you for bringing this to our attention.

A complaint has been routed to the relevant department and I have requested that they provide feedback.

Ref Number: ***NF

I do apologise for any inconvenience caused.

Regards,

Hello Peter Complaints

Daffnie Govender

*** (option one)

JN
Jaco N's update13 Sept 2017, 08:30
Reviewer Update
Daffnie, the above does not warrant being called a response and is merely a system generated reply. Hence my reference to FNB "responding" in inverted commas... Can we actually resolve this by doing something about it?
JN
Jaco N's update19 Sept 2017, 12:19
Reviewer Update
Another week has passed and this has still not been finalised. Utterly disappointed in your response to an escalated query.
JN
Jaco N's update29 Sept 2017, 14:43
Reviewer Update
More than 2 weeks later and still ZERO feedback or progress... Your slogan should be "How can you help us help you"!! Absolutely useless! Best part is I wanted to test the service delivery before switching to private banking but if this is what the service is like to new customers on Premier level.... Disgraceful!