Terrible Ticket System and service

On the 7/01/20 I went to the FNB branch in horizon and I took a ticket. I sat at the back and people that came in after me were assisted as they were standing in the front seats. The tickets were not being called out expect for teller 7 who called out the tickets. I waited for an hour and eventually left as I was running late for my meeting.

On the 8/01/20 I eventually went back to the horizon branch and the same thing happened. So no one knows how the ticket system works because once I complained, we were made to queue according to our numbers.

They called the 1st two tickets and completely forgot to do the same as the queue started to move.

1. No one understands how to use the ticket system at that branch accept for teller 7 clearly 2. The branch doesn’t get packed but the service is slow 3. Why are we collecting tickets if we are going to queue? 4. How inconveniencing it must be to be queueing with people that are there for certain things that take time, hence each ticket gives you an estimated waiting time

I got my chance to be assisted and yes guy was okay but very frazzled. I went in to change my personal information on my card and statement. It went well till he told me that he cannot change my information on the credit card so we must call them. I found that to be strange because I had made a call to FNB and they had directed me to the branch.

We called the credit card line and told them what the consultant had told me regarding changing my details. The lady over the phone said that’s strange because the branch is the one that changes your information.

When I was done with the call to go back to the consultant, he already was busy with a new client that was enquiring about a loan. Now I was left by mauled halfway through my consultation with no one. The consultant then asked his colleague next to him to assist.

I’m still in disbelief because now I have to start all over again to relay my query to a new consultant! The lady was nice and eventually figured out the there was a miscommunication. She told me that when I was calling the credit card line I was suppose to just order the card.

I was so annoyed because what the first consultant told me was the opposite and what she said made perfect sense. I had initially wanted to collect my cards at the branch but changed it to get them couriered to my house because I don’t want to go back there.

Never in my life have I been to an FNB that is this confused and inefficient!