Terrible customer service

I really did not want to have to write a review on Hellopeter but at this stage it seems to be my only option.

I'm not going to go into detail regarding the nature of my query but the issue was first logged on 9 July 2019 (CAS-***-N8F2M2) through the chat function on the FNB app. I requested updates on 11 July, 17 July and 18 July also through the chat function on the app, the responses I received were as follows: - Queries take 3 - 7 days to resolve - The admin department is working on your case - I don't know why that happened - The request has been escalated - Please note that there is no response on the main queue for cases - Will send email to the banker assisting

As can be seen above, the responses were not helpful at all. On multiple occasions I also requested the relevant department to phone me but that never happened.

On Monday 22 July I phoned the card division and was informed that my query had a different case number (CAS-***-P5X9H3) but that it was still not resolved and that the case would be escalated to the admin department. I requested a call back and the support person guaranteed that I would be contacted the same day by the relevant banker handling my case. This did not happen.

On Tuesday 23 July I phoned the card division once again and exactly the same situation as above occurred. I requested a call back and was told that I would definitely be contacted but it did not happen.

All of this information can be verified against call records and the app chat history.

I have wasted so much time and energy trying to get this query resolved, never mind the money wasted on the phone calls made, at this stage I am on the verge of taking my business elsewhere, as it is very clear that I am not a valued customer.