Unhelpful Customer Service Experience

I like to express my dissatisfaction with the recent customer service experience I had with First National Bank (FNB) . On Thursday, May 30, 2024, I called the customer service department regarding an urgent matter. I had mistakenly transferred money into one of my staff's incorrect bank accounts and sought assistance in retrieving the funds.

During the call, I was advised to fill out a reversal form and send it back to initiate the retrieval process, which I promptly did. The following day, I called to inquire about the status of my request and was informed that the bank could not assist me in any way , the agent even went as far to tell me that the reference that I was given the previous day is irrelevant. I was further told that FNB could only help if the funds had already been withdrawn and a ***** claim was made, which was not the case in my situation.

I am extremely disappointed with this response. As a long-time Business Banking customer, I expect a higher level of support, especially considering the nature and frequency of transactions that go through my account. The lack of assistance and rigid approach to resolving issues leaves no room for human error, which is unreasonable and unhelpful for businesses like mine.

This experience has made me question the reliability and customer-centric approach of FNB. I urge you to reconsider your policies and provide more flexible solutions to support your customers better. I hope you will address this matter seriously and make the necessary changes to prevent such issues from occurring in the future.