The worst customer service I have ever experienced

I honestly don't know where to start.

I contacted FNB's My Service Suite and first spoke to Wisani. The guy sounded completely disengaged. Every answer was generic, like he was just copying and pasting from a script without actually reading what I was asking. Before my questions were even properly answered, he ended the chat.

Thinking maybe I had just gotten someone having a bad day, I contacted FNB again and got through to Nothukela. At first she seemed helpful because the scripted responses actually answered some of my questions. But the moment I started asking questions that weren't covered in her script, her attitude changed. The more I tried to get answers, the more irritated she seemed to become. Eventually she ended the chat as well and told me to "have a good day" despite me clearly stating that my questions had not been answered. Apparently that's FNB's idea of customer service.

The only person who actually treated me like a customer was Christine. She was polite, professional and actually sounded human instead of reading from a script. I asked her to arrange for a Team Leader to call me. Surprise, surprise... nobody ever called.

It gets even better.

I escalated my complaint to *** because by this point I was fed up. The person who handled the complaint either didn't bother reading it or completely failed to understand it. My complaint was about the shocking service I had received. Instead, I got a copy-and-paste explanation about banking fees. The exact same type of scripted nonsense I had already received before. How can a bank respond to a service complaint by explaining fees? It honestly felt like nobody had even read what I wrote.

I recently moved from ABSA to FNB, and I am regretting that decision every single day. When I opened the account, promises were made. One of them was that if I moved my salary to FNB, my banking fees would be paid back into my savings account. That never happened. Not once.

So not only have the promises failed to materialise, but the customer service has been absolutely terrible from start to finish.

I've banked with other banks before and, hand on heart, this is the worst customer service I have ever experienced from a bank. I am now stuck because payroll can't simply switch me back immediately and I have to wait before changing my banking details again.

What frustrates me most is that nobody seems interested in actually helping. Chat agents end conversations when questions become difficult, Team Leaders don't call back, complaints aren't read properly, and customers are fed scripted responses instead of real assistance.

FNB, this has been an absolute disaster. Moving my banking to you is a decision I deeply regret.