UNPROFESSIONAL CUSTOMER SERVICE

To say that I'm disappointed in FNB would be an understatement. I called FNB on February 27, 2023, to report a ***** on my account, only to speak to a woman named Furtunate Mathata who spoke like an answering machine and I couldn’t understand most of what she was saying. The lady was also impatient and uninterested in answering my questions. At that time, I needed someone who would at least be sincere with me and atlist assure me that FNB will look into this matter. There has been money taken from my account improperly, and I have someone as cold as fortunate helping me out now that was the icing on the cake. Today, 08/03/23, I called FNB to follow-up on my case. After waiting on hold for perhaps 15 minutes, I spoke with the same woman Fortunate, who informed me that she only accepts new ***** cases and does not handle follow-ups and that she will transfer me to follow-up department. I questioned her as to why was I directed to her line when I had already stated that I was calling for a follow-up, which required me to wait on hold once more. I'll be honest: at this point, I was extremely irritated. I'll tell you what, I just heard the phone ring again, so I guess it's safe to assume the woman simply hung up on me after putting me through to the follow-up department without any apology or explanation. But, I would want to express my gratitude to a woman by the name of Khethiwe Mswani. She was incredibly polite and patient with me as she explained what had transpired and assured me that FNB will reimburse me.