Terrible Service

<p>On the 22nd of May 2017 I phoned into the Loans department asking if they could possibly email me the contracting call that I did for my Smart Spend Loan. I spoke to someone by the name of Stephanie. Stephanie advised that she could email me the contract, I said I don’t want the contract I want the call because the contract was done telephonically. She advised that the process was that she would have to request it from their QA department, someone would have to listen to the call and then they would send it to her. I would then have to go into a branch and I could listen to the call there.</p> <p> </p> <p>I asked her to please request it. She advised that she had sent me a blank email so that I would have her email address and she could keep me updated on the progress of the request. 3 days later I’m still waiting for the promised email. She advised that the request would take approximately 24 – 48 hrs to process.</p> <p> </p> <p>On the 23rd of May 2017 I phoned into the same Call centre, I spoke to someone by the name of Neo. She advised that the call was ready and I could go through to an FNB Branch. On the 24th of May 2017 I made my way to the FNB Cresta branch. After waiting 40 minutes to see a consultant I was greeted by Noma. Although she was extremely willing to help, very patient & welcoming the process still wasn’t smooth. She then phoned into the same loan department; she asked them to please send her the call so that I could listen to it. They advised that the call wasn’t ready and I had to come back. My blood pressure slowly rising I told the call centre agent that she had to send the call as I’m not leaving the branch until I have the call. 40 minutes, complete back and forth between different call centre agents the call was EVENTULLY sent to Noma. I had now spent almost and hour and a half in the branch and had to get back to work I asked Noma to email me the calls. I confirmed both emails address that she was going to send the calls to. It is now the 25th of May, 3 days later and still no call!!</p> <p>I have emailed Noma twice and tried to contact the Cresta branch, but it routes through to the Call Centre. So I am now inconvenienced AGAIN by having to go through to the Cresta branch to request the call from the 3rd time!!! I actually have no words for the complete blatant disrespect for clients at FNB.</p> <p> </p> <p>FNB is very quick to advertise the perks of being Premier customers, their ads preach and advertise that most banks force you to into the branch and they want their customers to self-service and utilise digital form of communication. Absolutely pathetic FNB! A small and frivolous request that shouldn’t have even taken 20 minutes to complete has left an insanely bad taste in my mouth!!!</p>