Unprofessional and Unknowledgeable Representative - Request for Investigation

On 28 May 2025, 14:52, I received a call from a gentleman regarding a query that I had logged. All good and well, he seemed eager to help me sort out my issue as a customer, the call eventually turned and he started talking like he was owning FNB when I called him out on actions and comments he made on the call. I dont understand how FNB can allow unknowledgable individuals who act like they own the company make decisions on behalf of it. I am awaiting a letter to take to the Ombudsman, I am however starting first on this platform by asking that FNB investigate the call and then refer the call to their complaints department as per the process needed before I proceed with the Ombudsman complaint. Clearly not knowing when a customers fees should ho off and then guessing that maybe the day before, maybe the day after is a breach of customer agreement and shady tactics from FNB and where a consultant is really unsure and not giving a definitive answer definitely points to this fact of underhanded business tactics. I am also requesting that you investigate the fees in question because the explanation of the fee I got charged should not have happened. This is not the first time that FNB has just swept stuff under the rug so I would like an acknowledgement that this is now actually resolved.