Hellopeter
Share Your Experience
DR
Drikus R

1 reviews | Active since Apr 2010

06 Jan 2021, 13:59

Terrible Customer Service Process Nice People

Customer service is an evolutionary slow and arduous engagement. Called Credit Card Line to get card unblocked and it took 1:30 to waddle through the blah-blah on the call. At 4:00 a person answered who clearly didn't know what "please unblock my card" implies. At 5:00 (minutes) a response "I am checking". At 6:44 another voice saying something unintelligible that sounded like "getting a consultant".

At 17:23 minutes the "consultant" answers "your card has a hold on it", "yes I know - can your remove it?" 19:00 after authenticating a second time via the online app (previously had to enter ID and authenticate on the FNB app) get asked 2-3 times if I am sure I want the card unblocked.

At 19:31 the phone call is concluded.

Nice!

0
Replies (1)
DR
Drikus R's update08 Jan 2021, 11:55
Reviewer Update
Thank you Ludwe Kitsi (personal banker) as the first FNB personal banker I have had who is not shy to call and take customer service seriously. We have had previous dealings and Ludwe has always remained calm, behaved in a civil and courteous manner. He's also been a person who has been assigned to me for the longest period. I have had a frustrating churn of personal bankers in the past. So, Ludwe, you are making a difference and FNB should be proud of people like you.