Unbelievably terrible service on my payment reversal. Anybody wanting to change to private banking think again.....

i am a private client. I have needed to reverse two payments and submitted my application form on the 26/27 August. The application indicates a maximum 5 day wait for a mercantile bank to attempt reversal. I have followed up multiple times with my private banker Sashin and i have even gone as far as to speak to his manager Vinolen. To my shock, i received a email indicating a whole different scenario to what is described in the application form. These managers and my relationship manager does not even know the turn around times as they mentioned a 10 day turn around time frame and then on top of everything i was told by Vinolen that the reversal time frame is dependent on these other banks.

My issue here firstly is there is a mismatch in terms of what is stated on the app form for reversal vs the managers and staff knowledge on the process. Secondly i am a private client and pay the private banking fee. I automatically expect priority an assistance on matters.

It seems FNBs standards are being tarnished by lazy staff members not willing to take responsibility in terms of their roles. These staff are scared to pick up the phone and dial and have the hard conversations with the relevant people to get things resolved and this is extremely disappointing. im tired of hearing that Sashin is awaiting feedback from the EFT team. You guys need to work as one team.

I should have never moved over to FNB from ABSA. I was treated way better with a student ABSA account than i am with my Private account with FNB. R400 per month to get no prioritized service? what is the point?

i had to send multiple follow ups since the 26th. I am a compliance officer within the Financial services industry and you treating customers fairly principles is pathetic. How do you justify your private product being any different to the lower end products. I as a client am telling you guys there is no difference. The service is the same and that is pathetic anyway.

I got a rude email from Sashin this morning after i tried to follow up again. telling me i must wait for feedback because he is waiting for feedback from the EFT department. the correct thing that should have been done was to take the liberty to sort out the matter himself especially after there was a delay and escalation.

FNB is wasting money on staff that are not upholding your name high and your standards have dropped. I can see this by merely reading the comments here on HelloPeter. I also want to be transferred to a competent private banker or i will be closing my account.