MM
Mantombi M
1 reviews | Active since Nov 2018
12 Nov 2018, 17:52
Unhappy at FNB
I am at FNB Southgate branch and appalled and the uncharacteristic lack of service. I opened an Estate Late account and am forced to come to the branch repeatedly for collection of the cheque book as was arranged with the courier company. The assistance by the branch consultant at the branch near Checkers was absolutely unhelpful. I was finally assisted by Gomotsanang at the branch by Game as she explained the process and gave possible reasons for the delay.
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Replies (3)MM
Mantombi M's updateReviewer Update
12 Nov 2018, 18:16The cheque book was ordered 18/10/2018. I have been the one to follow up on the delivery. On 8/11 I called for yet another update and the call centre consultant put me through to the courier company that ASSURED ME the delivery was going to be made at the Southgate branch between 9am and 11am. Maanea today at the FNB branch by Checkers entrance didn't even check anything on Hogan and disputed my explanation of events insisting that it's not usual protocol even though I repeatedly told her the sequence of event as they happened to me. She didn't even try to contact any of the apparently MANY courier companies FNB uses to deliver. Why is it taking 4 weeks to deliver? And why is it so IMPOSSIBLE to locate where the cheque book is? I'snt there any traceability on the system regarding these things?
MM
Mantombi M's update12 Nov 2018, 18:16
Reviewer Update
The cheque book was ordered 18/10/2018. I have been the one to follow up on the delivery. On 8/11 I called for yet another update and the call centre consultant put me through to the courier company that ASSURED ME the delivery was going to be made at the Southgate branch between 9am and 11am. Maanea today at the FNB branch by Checkers entrance didn't even check anything on Hogan and disputed my explanation of events insisting that it's not usual protocol even though I repeatedly told her the sequence of event as they happened to me. She didn't even try to contact any of the apparently MANY courier companies FNB uses to deliver. Why is it taking 4 weeks to deliver? And why is it so IMPOSSIBLE to locate where the cheque book is? I'snt there any traceability on the system regarding these things?
FNB (First National Bank)'s replyOfficial
13 Nov 2018, 08:59Good day Mantombi Mavuso,
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
A formal complaint has been logged on your behalf and has been routed to FNB Points of Presence for investigation and resolution. I have requested that feedback be provided.
Your complaint reference number is ***NF.
Again I apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
A formal complaint has been logged on your behalf and has been routed to FNB Points of Presence for investigation and resolution. I have requested that feedback be provided.
Your complaint reference number is ***NF.
Again I apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
FNB (First National Bank)'s reply13 Nov 2018, 08:59
Official
Good day Mantombi Mavuso,
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
A formal complaint has been logged on your behalf and has been routed to FNB Points of Presence for investigation and resolution. I have requested that feedback be provided.
Your complaint reference number is ***NF.
Again I apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
A formal complaint has been logged on your behalf and has been routed to FNB Points of Presence for investigation and resolution. I have requested that feedback be provided.
Your complaint reference number is ***NF.
Again I apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
MM
Mantombi M's updateReviewer Update
16 Nov 2018, 11:45I have since been contacted by Claire from FNB. She was able to assist me with the help of Michelle and Sihle (from the branch near Checkers entrance) and again by Gomotsanang (from the branch by Game). I appreciate them being ready for me when I arrived and not asking the same questions that I had answered long before. There's a lot of room for improvement of service but I consider this particular query of mine, officially resolved. Thank you
MM
Mantombi M's update16 Nov 2018, 11:45
Reviewer Update
I have since been contacted by Claire from FNB. She was able to assist me with the help of Michelle and Sihle (from the branch near Checkers entrance) and again by Gomotsanang (from the branch by Game). I appreciate them being ready for me when I arrived and not asking the same questions that I had answered long before. There's a lot of room for improvement of service but I consider this particular query of mine, officially resolved. Thank you