THE FNB MERRY GO ROUND

FNB’s “ customer service” is best described as a never ending spinning wheel. Lodge a query or complaint, you then receive an automated message and reference number assuring you of a reply within 5 working days. You then get get a call and the FNB agent asks you to describe your complaint ( despite having sent a specific written email detailing the query). Once done, a promise to revert which either doesn’t happen or a different FNB agent calls with the same request to describe the query/ complaint and when asked, cannot respond as to where the submitted email query is within that section. Two weeks later, multiple automated messages and reference numbers, a few calls from FNB agents each time, the basic queries have not been responded to. One is left with few options. Submitting a review on hellopeter exposes just how bad FNB’ s “ customer service” is. A message appears below the review stating that the reviewer ( FNB) has responded privately with the client. Gives one hope EXCEPT the automated message now comes from a person titled as a “ SERVICE RECOVERY ADVISOR” in some Chief Operating Office….the message, “ thanks for your query which will be directed to the relevant department”. And thus the spinning wheel starts all over…. What is extremely disappointing is that the Service Recovery Advisor DOES NOT RESPOND TO ANY FORM OF REASONABLE, CONSTRUCTIVE communication. This is factual and accurate. Basic questions posed to ebucks and FNB Short Term Insurance three weeks ago remain unanswered. Hard to believe but there it is. I guess this review will generate another automated response giving the impression that FNB has responded to the client and resolved the query. Totally disingenuous!!!