********* Charges - Item Paid

We have now passed the 7-day mark on what I assumed to be a simple query. My previous query with reference number (Rr***) was resolved within 24 hours. Apart from an email acknowledging receipt of my email, I have not received any further updates. FNB also failed to provide a justifiable time frame to address my concerns neither has there been any contact from your escalation to the service suite regarding the poor service I received from your colleagues. I would assume 5 working days to be an acceptable time frame for an investigation to commence and some sort of feedback to be provided to the client even if a resolution was still pending.

I have had a query that I have been trying to resolve with your contact centres since April 2020. We have communicated via written correspondence as well as telephonically however I don’t feel that it is being dealt with professionally. I allowed Nikeal Singh the opportunity for service recovery and once again my faith in your abilities is being questioned.

“How can we help you” feel like "How can we ***** you"