Undermine and discouraged

Subject: Poor Customer Service Experience at FNB Horizon Shopping Centre Branch

Dear FNB Management,

I am writing to express my disappointment and frustration with the customer service I received from Maria at the FNB branch located at Horizon Shopping Centre on 11.08.2025. I visited the branch to request assistance with swapping my salary from another bank to FNB.

During our interaction, Maria asked where I worked, and when I rep**** that my workplace is not located near the branch, she questioned why I had chosen to visit that particular branch. I explained that I reside nearby. I find it unreasonable that a client should be restricted to visiting only the branch nearest to their workplace or residence.

Furthermore, when I requested her assistance with transferring my debit order from another bank to FNB, Maria informed me that I needed to contact my creditors or policy providers directly to instruct them to debit from FNB. However, when I demonstrated that I already have an FNB policy and banking app, she discovered that my policy was one month in arrears and insisted that I pay the outstanding amount before switching the debit order.

What I found particularly unhelpful was her refusal to allow me to use the branch phone to contact my policy provider, citing that the phones were only for *****-related calls. She also stated that I would need to call the policy provider myself, which seemed unreasonable given the circumstances.

Throughout our conversation, Maria's tone was loud and dismissive, making me feel undermined and discouraged. As a customer, I expect better service and support, especially when dealing with issues related to my accounts and policies.

I hope that you will take my complaint seriously and take necessary steps to address the issues I have raised. I look forward to hearing from you soon.