Unhappy FNB Menlyn Client

I am extremely disappointed with the level of service and assistance we have received from our bank. Yesterday, we contacted the bank’s online consultant because we were experiencing difficulties processing immediate payments. We were specifically advised not to use immediate payments and to rather process the payments as normal payments, as this was apparently the appropriate way to proceed. We followed that advice. Today, despite having followed the bank’s own instructions, we have been unable to get the payments processed successfully and have received contradictory information regarding the reason for the problem and what needs to be done to resolve it. What is particularly frustrating is that we have had to repeatedly explain the situation, make calls, wait for assistance and essentially try to find the solution ourselves. At the time of writing this complaint, we are still waiting to speak to a supervisor/manager who can hopefully resolve the matter. We have been told that the relevant people are in a meeting, while our business obligations and payments are simply left hanging. This is not the level of service we expect from our banking institution. We understand that banking systems can experience technical difficulties. What is unacceptable is the lack of clear communication, contradictory advice and the absence of ownership of the problem. If a customer follows advice provided by the bank and the problem remains unresolved, there should be someone who takes ownership and works with the customer until the matter is resolved. We are not asking for special treatment. We are asking for competent assistance, accountability and a clear solution. We would like this matter escalated to someone in management who can investigate what happened, explain why we were given conflicting advice and, most importantly, assist us in getting the outstanding payments processed without further unnecessary delays. After the experience we have had over the past two days, our confidence in the level of support provided to us as a customer has been seriously affected.