Staff knowledge terrible

FNB Mall @ 55 Heuweloord.

I visited the branch on the 5th for clarity on a R73 transaction that goes of monthly on my account with ref connect , and I know I have an existing account, and at the branch the consultant who assisted me told me that account is no longer active and i said i should log ***** case after I go through my statement for uncertain transaction.

I called the customer service today (10/02/25) the lady on the line gave me so much clarity and assurance and I went back to the branch today to try and get the sim swop since I’m being billed and I’m not using this I might as well use it.

The lady who received me by the door (10/02/24) around 13:20 , showed no empathy, acknowledgment nor isolation or intent to help overcome instead gave me a ticket to queue Over 30 mins for the same issue of which they could help resolve.

For me “discrepancy” , “misinformation”, “misrepresentation” and brand disrepute was dealt to me. As how can I be so misdirected by people the wear the same brand and and undergo the same training speak vastly a different language.

I just feel sorry for the demographic they serve and the satisfaction they leave with. And I ask the branch manger to inspect or encourage service ratings a lot will be ravelled.

But above all we can do better , the purpose of this is not to point fingers nor make anybody bad , all I’m saying they must serve the people better after your brand says “how can we help you “